I am an Ariba Customer Success Manager out of Europe and working with a number of customers who have implemented Surveys and Scorecards.
In terms of survey scoring I have seen various approaches.
For example, one customer I am working with uses a different scale depending on the survey section.
Subjective questions around the perceived performance of the suppliers tend to use a scale containing 4 levels, varying from a grade of 100% down to 20% (so no zero scoring)Value10) I strongly agree
100.00%(8) I agree
80.00%(5) I disagree 50.00%(2) I strongly disagree 20.00%
Value Grade(10) Better than expected 100.00%(8) About what I expected 80.00%(5) Somewhat worse than expected 50.00%(2) Much worse than expected 20.00%
Another customer I am working with also uses a scale containing 4 levels, but with a minimum grade of 40%. For example, the survey question "Does the supplier resolve problems and escalate internally as appropriate?" can be scored as follows:
Value GradeNever resolves problems that are raised 40.00%Only resolves problems after frequent chasing 60.00%Solves major issues in an acceptable timeframe 80.00%Resolves all issues in a timely and excellent manner 100.00%
In terms of number of levels on the survey scoring scale you all seem to be on par (4 levels). The main difference is how you translate the 4 levels to grades.
The customers I am working with have chosen not to use a 0% grade as the lowest level. This is most likely due to the fact that they are sharing (part of) the scorecard information with their suppliers and conscious that a grade of 0% may be perceived as more negative than it is in reality.
If you are not sharing the results with your suppliers then a 0% grade does not have to be an issue, as long as you ensure that your internal stakeholders understand what you mean by 0% - is the supplier's performance really disastrous, or are they simply performing below your minimum expectation?
Hope this helps,