I was curious as to how any of your currently score your survey questions. At one point in time, before we understood how scoring could be important, we made positive responses worth more and negative responses worth less. (i.e. "Were we helpful? No = 1 point, Yes = 2 points.)
Since then, we have completely turned this on its head and developed the concept where NEGATIVE feedback is scored HIGHER. For example, one question asking about specific categories our customers may have had issues in has each individual answer choice worth 50 points each. This allows us to pull only surveys with very high scores and review them for negative feedback for ways we can improve. We have a "Win Back" team that specifically reaches out to those customers who have given negative surveys for resolution on these issues.
I'm not sure this is exactly industry standare but thus far it has worked for our purposes.
Anyone else willing to share their survey scoring strategy?