I am hoping to gain some insight on the most responsible way to fulfill a request at my place of work. I have been asked to show a quantifiable improvement year-over-year, by comparing apples and oranges. The data are unpaired - there is no way to link respondents from 2019 to 2020.
A survey was conducted in 2019 to measure internal customer satisfaction metrics, and asked a series of 8 questions with a 0 - 10 satisfaction scale, such as:
- Department A are responsive to requests for information.
- Department A staff are open, honest, and communicative.
- Department A consistently does good work. etc...
A survey was conducted in 2020 and sent to roughly the same cohort (all-staff, +/- staff who have left or joined the company). Instead of asking 8 questions, only two questions were asked with the same 0 - 10 satisfaction scale:
- My satisfaction level for the services provided by Department A is:
- My satisfaction level with the staff from Department A is:
More specifically, after indicating that the respondent has worked with Department A over the past year, the question is worded as: "How satisfied are you with the services offered by Department A?". 0 is labeled as "Not at all satisfied" and 10 is labeled "Extremely satisfied". All other scale points are not labeled.
What is the most responsible way to show a quantitative comparison or difference between years?
Besides cautioning that this was not the intention of the survey design, are there any statistical tests that could be run with caution? Any insight is greatly appreciated.