When to Use a Likert Scale (and When Not To)
Use a Likert scale when you want to compare how people feel across many statements or many people, not by default. Five points, the neutral middle, balanced labels, leading with the top two boxes, and when to ask something else.
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When should you use a Likert scale? When you want to compare how people feel across many statements or many people. Not by default.
A Likert item asks how much someone agrees, from strongly disagree to strongly agree. Five points is usually enough. Keep the neutral middle, so people who feel neither way aren't pushed to pick a side.
Keep the labels balanced. Excellent, very good, good, fair, poor leans positive: three positive options and only one negative.
When you report it, lead with the share who agree or strongly agree, the top two boxes, not just an average like 3.7. The gaps between answers may not be equal.
Skip it when you need a yes or no, a number, a ranking, or the reason why. And for NPS, use the zero to ten scale.
In SurveyRock, a matrix question asks several statements on the same scale. This is SurveyRock — start free at surveyrock.com.
The survey data shown in this video is a demo account's, not a customer's.