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.

Answer

NPS

Formula:

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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.

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(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:

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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:

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(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:

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10 * 10 = 100

In summary:

Total Response Score: 60
Total Possible Response Score: 100

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

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( 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