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Metrics

Metrics allow you to perform automatic calculations that are based on survey questions and collected responses.

You can use metrics to :

  • Create complex indicators like CSI (Customer Satisfaction Index) or CSAT (Customer Satisfaction Intex).
  • Calculate the average or sum for the selected group of questions.
  • Calculate NPS.
  • Create online tests.

Metric example
In order to add a new metric :

  1. Add points for each question that will be used to calculate a metric.
  2. Save changes in the question.
  3. Press Metrics button.
    Metrics
  4. Press + ADD METRIC button.
    add metric
  5. Enter a metric name and select data presentation format.
    metric name
  6. Add questions that will be used for calculation or press + ADD ALL QUESTIONS button.
    add a question to metrics
  7. Metric will be saved automatically.

How points and percentages work:

Type Formula Description
Points ∑ (Q1 + Q2  + ... + Qn) The system will automatically sum up number of points achieved by the respondent.
Points average ∑ (Q1 + Q2  + ... + Qn) / max (Q1 + Q2  + ... + Qn) The system will automatically sum up number of points achieved by the respondent and divide it by a maximum number of points that can be achieved.
Percentage ∑ (Q1 + Q2 +  ... + Qn) / max (Q1 + Q2  + ... + Qn) * 100% The system will automatically sum up number of points achieved by the respondent and divide it by a maximum number of points that can be achieved and present it as a percentage.
NPS %Detractors - %Promotors The system will automatically calculated NPS score. Works only with NPS questions.
 

Negative values are not used to calculate maximum score.

Metrics are processed in real-time, just like your survey and reports.

Metrics work for :

  • Choice questions.
  • Star rating questions.
  • NPS.
  • Matrix (excluding multiple choice matrix question - list).
  • Numeric or slider.
     

NOTE. Metrics are based on points for answer choices. To use this functionality you need to add points for each answer choice.

* Option available in Advanced, Professional and Enterprise plan.


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