Since we are working with a Good/Bad rating (We would prefer straight reporting on the #s reported, averaged to an overall score), I was looking to have a rating scale that had four choices:
- Very unsatisfied
- Unsatisfied
- Satisfied
- Very satisfied
This way that the Good/Bad ratings are clear (having a middle rating that maps to bad isn't very clear to the customer, as they often select this to indicate it wasn't bad [hence why they don't select unsatisfied]).