Reduce the Gray Area
Importance of a 3-Point Likert Scale for Cross-Cultural Feedback
In this op-ed, Anchala Tomar argues for a simpler 3-point feedback scale to bridge cross-cultural differences in opinion measurement.
Traditional five-point scales aim to measure the strength of opinions, yet cultural differences often distort these measurements, resulting in misguided decisions, hence, if cross-cultural understanding is essential, adopting a 3-point scale may be the best way forward.
Using extended Likert scales with 5, 7, or 10 points might seem comprehensive, but they rely heavily on how each respondent interprets intensity. For example, what "strongly agree" means in one culture may be interpreted as "somewhat agree" in another, creating inconsistencies from the start. People from different cultures are more likely to agree on whether they like or dislike something but may disagree on the strength of that sentiment.
From a product design perspective, these middle options don’t add much value because responses often get grouped into broader categories like positive, neutral, and negative. When designing a product, it’s anyway unrealistic to adjust for every subtle variation in feedback. Ultimately we’re focused on overall preferences and patterns, not minor distinctions that are difficult to act on.
Now if we end up grouping these responses, why give so many options in the first place?
The Case for Simplicity: The Three Point Scale
A 3-point scale—"like," "neutral," and "dislike"—makes feedback easier for both users and teams. Users no longer need to overthink their feelings between “somewhat like” and “strongly like.” They can simply say whether they like it or not, reducing analysis paralysis and making the experience more straightforward.
This streamlined approach also makes feedback more actionable. When designing a product, you need responses that point you in a clear direction. When most users either "like" or "dislike" a feature, it’s easier to decide what needs to be changed or improved.
While a 3-point scale may lack the extra detail of a 5-point scale, that’s often okay. Not every decision requires an in-depth breakdown of opinions. Most of the time, all we need is a general sense of how people feel, which can help us make faster decisions and ultimately lead to a better product.This simplicity is invaluable for product teams seeking clear, reliable feedback that’s consistent across cultural lines.
If you’re aiming for cross-cultural clarity and faster decision-making, consider simplifying your feedback approach. Sometimes less really is more.