Process
How to calculate Net Easy Score in four steps
The four steps to work out a Net Easy Score, the effort metric developed at BT. Ask how easy it was to get the help people wanted, collect answers on a 1 to 7 scale, sort them into easy, neutral and difficult, then subtract the difficult share from the easy share. Some teams use a 5-point scale, but the net logic stays the same.
Where this appears
What's in this process
- Ask the ease question: Right after a key interaction: how easy was it to get the help you wanted today?
- Collect answers on a 1 to 7 scale: From extremely easy to extremely difficult.
- Sort answers into three groups: Easy at the top of the scale, neutral in the middle, difficult at the bottom.
- Subtract: Percentage easy minus percentage difficult gives a score from about -100 to +100.
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<a href="https://www.koji.so/visuals/net-easy-score-calculation-four-steps"><img src="https://www.koji.so/visuals/net-easy-score-calculation-four-steps/net-easy-score-calculation-four-steps.png" alt="Process showing how to calculate Net Easy Score: ask the ease question, collect 1 to 7 answers, group them and subtract difficult from easy." width="1200" height="630" /></a>
<p>Source: <a href="https://www.koji.so/visuals/net-easy-score-calculation-four-steps">How to calculate Net Easy Score in four steps</a>, Koji</p>
