# How does the scale correlate with the metric scores?

## Purpose

When customizing the survey settings, you can set the scale options from 3 to 10. Each scale number correlates to the metric score. The calculated metric score is shown when viewing survey reports.

### NPS

Formula:

CODE
``NPS(%) = (Number of promoters - Number of detractors)/(Total Survey Response) x 100``

Where promoters and detractors are according to the scales:

Scale

Detractors

Promoters

3

1

3

5

1-2-3

5

7

1-2-3-4

7

10

1-2-3-4-5-6

9-10

Sample Scenario:

You are using a scale of 10 and you have a total of 5 surveys. Out of the 5 surveys, 3 are promoters, 1 is passive and 1 is a detractor.

CODE
``(3 - 1)/5 x 100 = 40%``

The NPS value is 40% for the scenario above.

### CSAT and CES Both CSAT and CES share the same formula.

Formula:

CODE
``CSAT/CES(%) = (Total Response Score)/(Total Possible Response Score) x 100``
• Total Response Score: Sum of scores given by customers.

• Total Possible Response Score: Total Surveys Responded * Scale

Sample Scenario:

You are using a scale of 10 and you have received 10 surveys in total. The following is the total score of the surveys given:

CODE
``(6 + 7 + 5 + 3 + 8 + 9 + 4 + 10 + 7 + 1) = 60``

You have a total of 10 surveys responded and you are using a scale of 10, the following is the total possible response score:

CODE
``10 * 10 = 100``

In summary:

• Total Response Score: 60

• Total Possible Response Score: 100

Plugging in the values above into the CSAT/CES formula:

CODE
``( 60 / 100 ) * 100 = 60%``

The CSAT/CES value is 60% for the scenario above.

### Scale Matrix

#### Maximum scale of 3

 1-3 Scale 1 2 3 NPS Detractor Passive Promoter CSat Poor Average Great CES Low Neutral High

#### Maximum scale of 5

 1-5 Scale 1 2 3 4 5 NPS Detractor Detractor Detractor Passive Promoter CSat Poor Fair Average Good Excellent CES Very Low Low Neutral High Very High

#### Maximum scale of 7

 1-7 Scale 1 2 3 4 5 6 7 NPS Detractor Detractor Detractor Detractor Passive Passive Promoter CSat Very poor Poor Low Average Average Good Excellent CES Very Low Low Neutral Neutral High High Very High

#### Maximum scale of 10

 1-10 Scale 1 2 3 4 5 6 7 8 9 10 NPS Detractor Detractor Detractor Detractor Detractor Detractor Passive Passive Promoter Promoter CSat Bad Bad Bad Bad Bad Bad Neutral Satisfied customer Satisfied customer Satisfied customer CES Negative Negative Negative Negative Negative Neutral Positive Positive Positive Positive

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