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:
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.
(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:
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:
(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:
10 * 10 = 100
In summary:
Total Response Score: 60
Total Possible Response Score: 100
Plugging in the values above into the CSAT/CES formula:
( 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 |