Example data table
| Metric | Your score | Benchmark | Weight | Index | Gap |
|---|---|---|---|---|---|
| Customer Satisfaction | 82 | 78 | 2 | 105.13 | +4 |
| Net Promoter Score | 48 | 52 | 2 | 92.31 | -4 |
| Resolution Time Satisfaction | 74 | 70 | 1 | 105.71 | +4 |
The index equals (your ÷ benchmark) × 100. Weights shape the overall score.
Calculator
Formula used
- Metric Index: (Your % ÷ Benchmark %) × 100.
- Weighted Benchmark Index: Σ(Index × Weight) ÷ Σ(Weight).
- Gap (points): Your % − Benchmark %.
- Relative Gap: ((Your % − Benchmark %) ÷ Benchmark %) × 100.
- Confidence range (percent metrics): p ± z × √(p(1−p)/n), then expressed in percent.
- Confidence range (rating metrics): r ± z × (SD/√n), then converted to percent scale.
How to use this calculator
- Select the input scale and confidence level.
- Add up to six survey metrics you track regularly.
- Enter your value, benchmark value, and a weight per metric.
- Optionally add sample sizes for uncertainty estimates.
- Submit to view the overall index above the form.
- Download CSV or PDF to share and archive results.
Benchmark indices translate complex survey outcomes
A benchmark index compares your score to a reference point using a common scale. When the index equals 100, performance matches the benchmark. Values above 100 indicate outperformance, while values below 100 indicate underperformance. Using an index makes results comparable across teams, time periods, and mixed metrics such as satisfaction, loyalty, and service ratings. It also reduces confusion when questions use different scoring ranges.
Weights align the score with business priorities
Not every metric matters equally. Weighting lets you emphasize outcomes tied to revenue, retention, safety, or compliance. The calculator multiplies each metric’s index by its weight, then divides by total weight to produce the overall benchmark index. This prevents a low‑impact metric from masking a high‑impact shortfall and supports more defensible prioritization across functions. Document weights so future cycles remain consistent.
Gaps reveal the size and direction of change
The absolute gap is your percent score minus the benchmark percent score, expressed in points. It shows how far you are from the target on the original scale, which is useful for goal setting and scorecard thresholds. The relative gap expresses the difference as a percentage of the benchmark, clarifying proportional impact when benchmarks vary across metrics. Combine gaps with weight to estimate overall contribution.
Confidence ranges support statistically sound decisions
Survey estimates are noisy, especially with small samples or uneven response rates. When you provide sample sizes, the calculator estimates a confidence range around both your score and the benchmark. For percent metrics it uses a proportion standard error; for rating metrics it uses a rating standard deviation model. Wider ranges signal uncertainty and encourage cautious interpretation. Narrower ranges justify stronger claims and tighter targets.
Using results to plan improvement cycles
Start by reviewing the worst‑index metric, because it offers the highest leverage for improvement. Verify whether its confidence range overlaps the benchmark; if it does, treat the difference as directional rather than definitive. Next, adjust weights to reflect current priorities and rerun scenarios to test tradeoffs. Export CSV or PDF to share with stakeholders and track changes across each survey wave. Repeating the same structure supports trend monitoring.
FAQs
What does the overall benchmark index mean?
It is the weighted average of all metric indices. A value of 100 means you match the benchmark overall, above 100 means you exceed it, and below 100 means you trail it, based on your chosen weights.
Why convert ratings to percent?
Percent conversion makes rating scales comparable with percent-based metrics. The calculator converts rating values using (rating ÷ rating maximum) × 100, so mixed metrics can be combined into a single benchmark index.
How should I choose weights?
Assign higher weights to metrics with greater business impact or strategic priority. Keep weights consistent across cycles for fair trend comparisons, and update them only when priorities change, documenting the reason for the adjustment.
Do I need sample sizes?
Sample sizes are optional, but they enable confidence ranges. Larger samples produce narrower ranges and more reliable comparisons. If you cannot provide benchmark sample sizes, you can still calculate indices and gaps without ranges.
What if the benchmark value is zero?
If a benchmark is zero, the index cannot be computed safely because it would require division by zero. In that case the calculator shows a dash for the index; use gaps and review the benchmark source.
How can I use this for quarterly reporting?
Use the same metric set and weights each quarter, then export CSV or PDF for archiving. Track the overall index and the worst metric index over time to show progress, identify regressions, and justify improvement actions.