Normalize the scores for metrics

  • Release version: Yokohama
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Normalize the scores for metrics

    This feature enables ServiceNow customers to normalize assessment scores for questions (metrics) using the Maximum normalization input setting. Normalized scoring adjusts raw response values to a consistent scale, facilitating fairer and more meaningful score comparisons across different question types and answer values.

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    The Maximum normalization input option is applicable only when the question's data type is Choice or Multiple Selection, and the Scored checkbox is not selected. Each answer option must have a unique value, and normalization uses these values to calculate scores.

    Key Features

    • Choice type questions without Maximum normalization input: Scores are calculated by scaling the response value between the lowest and highest possible values, using the formula:
      ([Value of the response] – [Lowest value]) / ([Highest value] – [Lowest value]) 100.
    • Choice type questions with Maximum normalization input: Uses the formula:
      ([Value of the response] / [Highest value]) 100, where normalization input values are assigned per answer.
    • Multiple selection questions without Maximum normalization input: Scores are based on the sum of normalization input values for all selected responses divided by the sum of all normalization input values, multiplied by 100. Formula:
      (Sum of selected normalization input values / Sum of all normalization input values) 100.
    • Multiple selection questions with Maximum normalization input enabled: The lowest response value is assigned zero. Scores for each selected response are calculated as:
      (Highest normalization input value for the selected response / Maximum normalization input value) 100.
      The overall metric score is the maximum among all selected responses.

    Key Outcomes

    • Enables consistent scoring across diverse answer values by normalizing raw input, improving assessment accuracy.
    • Supports both single-choice and multiple-selection question types with tailored normalization formulas.
    • Maximum normalization input allows customization of normalization scales per answer, enhancing flexibility in scoring.
    • By applying these normalization methods, customers get standardized percentage-based scores that facilitate better comparison and evaluation of metrics.

    You can use the Maximum normalization input setting to use normalized values to calculate assessment scores for questions (metrics).

    When Maximum normalization input applies

    The Maximum normalization input field appears only when:
    • The data type of the question is either Choice or Multiple Selection.
    • The Scored check box is not selected.

    To use normalized scoring, the value assigned to each metric definition (possible answer) for each metric (question) must be unique.

    In the following examples, the Scale definition is High (larger numerical values are good).

    Choice type questions

    When Maximum normalization input is not selected

    Option to select maximum normalization input.

    Formula: ([Value of the response] – [Lowest value] ) / ( [Highest value] – [Lowest value]) * 100.

    In this example, the question allows a choice among answers with values of 1, 2, and 4.
    Table 1. Scores
    Response Calculation Score
    Dog [(1-1)/(4-1)] * 100 0
    Cat [(2-1)/(4-1)] * 100 33
    Goldfish [(4-1)/(4-1)] * 100 100
    When Maximum normalization input is selected

    Option to select maximum normalization input.

    Formula: ([Value of the response]/ [Highest value]) * 100.

    In this example, the question allows a choice among answers with values of 1, 2, and 4 and normalization input values of 3, 5, and 9 respectively.

    Table 2. Scores
    Response Calculation Score
    Dog (1 / 4) * 100 25
    Cat (2 / 4) * 100 50
    Goldfish (4 / 4) * 100 100

    Multiple selection type questions

    When Maximum normalization input is not selected

    Option to select maximum normalization input.

    Formula: ([Sum of the normalization input values for the selected responses] / [Sum of all the normalization input values]) * 100.

    In this example, the question allows for multiple selections among answers with values of 1, 2, and 4 and normalization input values of 3, 5, and 9 respectively.

    Table 3. Scores
    Response Calculation Score
    Dog and Cat ([3+5] / 17) * 100 47
    Cat (5 / 17) * 100 29
    Cat and Goldfish ([5+9] / 17) * 100 82
    Goldfish (9 / 17) * 100 53
    When Maximum normalization input is selected

    Option to select maximum normalization input.

    • The system uses the value 0 for the response that has the lowest value. In this example, the Dog response is assigned the value 0.
    • Formula for each selection: ([Highest normalization input value for the selected responses] / [Maximum of the normalization input values]) * 100.
    • The score for the metric (question) is the maximum calculated score among all responses.
    In this example, the user selects Dog and Cat.
    • The score for the Dog response is (0 / 9) * 100 = 0.
    • The score for the Cat response is (5 / 9) * 100 = 55.5.
    • The score for the overall metric is 55.5.

    Formula: (Highest of the normalization input values for the selected responses / Highest of all the normalization input values) * 100.

    In this example, the question allows for multiple selections among answers with values of 1, 2, and 4 and normalization input values of 3, 5, and 9 respectively.

    Table 4. Scores
    Response Calculation Score
    Dog and Cat (5 / 9) * 100 56
    Cat (5 / 9) * 100 56
    Cat and Goldfish (9 / 9) * 100 100
    Goldfish (9 / 9) * 100 100