We recommend including an n/a option with rating questions. These allow a respondent to indicate that they have reviewed the question but feel unable to provide a fair score.
How do the n/a answers appear in the feedback reports?
If all of the respondents give an n/a score, then:
- It will not be listed in the top areas to improve
- It will not be listed in the comparison of views
- It will be shown as n/a in the appendix (as shown below)
If some of the respondents give an n/a score, then the average scores shown in the feedback report will simply be calculated without the n/a score being included.
For example: if the scores given are 4, 5 and n/a, then the average score will be calculated as 4.5.