. PIVOT stands for:
P = Probability
I = Impact
V = Vulnerability
O = Outrage
T = Tolerance
Each component places a numerical value on the factors that determine public sentiment.
Probability
The likelihood of an experience occurring (0% to 100%)
Impact
The impact of an experience (positive or negative) on a scale 0 to 3
(0 = None; 1 = Minimal; 2 = Moderate; 3 = Significant)
Vulnerability
The susceptibility to the impact on a scale 0 to 3
(0 = None; 1 = Minimal; 2 = Moderate; 3 = Significant)
Outrage
The perception of the experience on a scale -3 to 3
Outrage is a calculated value based on Expectation and Satisfaction.
Expectation = Perception of what reality SHOULD BE on a scale 0 to 3
(0 = None; 1 = Minimal; 2 = Moderate; 3 = High)
Satisfaction = Perception of what reality ACTUALLY IS on a scale 0 to 3
(0 = None; 1 = Minimal; 2 = Moderate; 3 = High)
Thus:
Outrage = Expectation – Satisfaction
Tolerance
The public sentiment regarding the experience.
To calculate Tolerance, first calculate Hazard and Risk.
Hazard = Impact + Vulnerability
Risk = Probability x Hazard
= Probability x (Impact + Vulnerability)
Tolerance is then calculated, noting that if Outrage is a negative number, the positive number (absolute value) is used.
Tolerance = (Risk)Outrage
When Outrage is zero (Expectation = Satisfaction), Tolerance score always equal to 1. (Mathematically, any number raised to the power of zero equals 1).
When Outrage is a positive number (Expectation > Satisfaction), Tolerance score is a reflection of the Anger.
When Outrage is a negative number (Satisfaction > Expectation), Tolerance score is a reflection of the Enthusiasm.
Put simply Tolerance is Risk raised to the power of Outrage.
