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Metrics

Metrics allow you to perform automatic calculations that are based on survey questions and collected responses. You can also use them to set automatic actions eg. send an email or trigger a webhook.

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 :

Questions

  1. Turn on Points mode and add points for each question that will be used to calculate a metric.Metric points
  2. Press SAVE button.

Metrics

  1. Press Metrics button.
  2. Press + ADD METRIC button.
    Add metric
  3. Enter a metric name and select the data presentation format.
  4. Add questions one by one that will be used for calculation or press + ADD QUESTIONS button to add all questions.
  5. Press SAVE button.

How points and percentages work :

Type Formula Example Description
Points ∑ (Q1 + Q2  + ... + Qn) 1 + 0 + 1 + 1 + 0 = 3 The system will automatically sum up the number of points achieved by the respondent.
Points average
(Q1+Q2+...+Qn)
∑ ------------------------
max (Q1+Q2+...+Qn)
1 + 0 + 1 + 1 + 0 /
1 + 1 + 1 + 1 + 1 = 0.6
The system will automatically sum up the number of points achieved by the respondent and divide it by the maximum number of points that can be achieved.
Percentage (Q1+Q2+ ...+Qn)
∑ ------------------------ x100%
max (Q1+Q2+ ...+Qn)
(1 + 0 + 1 + 1 + 0 /
1 + 1 + 1 + 1 + 1 ) * 100% = 60%
The system will automatically sum up the number of points achieved by the respondent and divide it by the maximum number of points that can be achieved and present it as a percentage.
NPS %Detractors - %Promotors 60% - 40% = 20 The system will automatically calculate the NPS score. Works only with NPS questions.
 

Negative values are not used to calculate the maximum score. In the summary report, all types are presented as averages from all collected answers.

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

Notifications / Actions

You can set different actions for your metric. Actions can be executed if a certain condition is met eg. if the metric value will be lower or higher than a defined number of points. To set the action for the metric go to the Notifications settings.

Available notification types.

  • SurveyLab alert
  • Smail
  • Slack
  • SMS
  • Webhook
  • Zendesk

Metrics work for the following question types :

  • 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.

* Functionality is available in the Advanced, Professional and Enterprise plan.


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