When adding a rating scale, matrix rating scale, NPS or recommendation score, you have the option to choose a scale (not in NPS) and add "don't know" as an option. Therefore, the "don't know" doesn't become part of average calculations, however, it can be part of your chart, however, this is easy to remove.
- Go to your report, click the report menu icon () and select configure.
- Click on variables*.
- Click on the variable and select edit.
- Now you can choose to remove "don't know" from charts and average.
* This feature is only available in the PRO and PRO+ plans. Check out our plans.