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How does the scale correlate with the metric scores?

Background

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.

Answer

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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