The timeline tab can be used to switch between different time periods. Selecting a time period filters the Dashboard data accordingly. By default, data for all time is shown. The following timeline filters are available:
All Time: Shows overall data for all metrics up to the current date
This Week: Shows data for this week
Last Week: Shows data for the previous week
This Month: Show data for the current month
Last Month: Shows data for the previous month
Custom Range: Shows data based on the interval selected
The Dashboard displays overall NPS , CSAT and CES for all surveys in your account.
Net Promoter Score – NPS:
The Net Promoter Score question asks participants to rate their likelihood of recommending the product/service/company on a scale of 0 to 10. Responses categorize customers as follows:
Detractors: Customers who provide responses from 0 to 6. These respondents are less satisfied and are unlikely to have a positive impact on your organization. They are unlikely to recommend you and in some cases may even generate negative publicity about you.
Passives: Customers who choose 7 or 8. These are satisfied but unenthusiastic customers. They may defect to competitors if they see any available benefits.
Promoters: Customers who pick 9 or 10. These are your brand ambassadors, those you can consider your most loyal and satisfied customers. They are most likely to demonstrate positive behavior like referring new customers and spending more themselves.
Net Promoter Score Calculation:
To calculate the NPS, the percentage of Detractors (those who chose 0-6) is subtracted from the percentage of Promoters (those who chose 9-10).
NPS = Promoters% (9-10) – Detractors% (0-6)
The Net Promoter Score can range between -100 (all Detractors) to +100 (all Promoters). A positive NPS is seen as good, whereas an NPS of +50 is considered excellent.
Score category analysis:
- An NPS greater than 30 is considered good and is shown in green.
- An NPS from 1-30 is neutral and is indicated in yellow.
- Any negative value for NPS indicates risk and is highlighted in red.
Customer Satisfaction Score – CSAT:
The CSAT question asks customers to rate their overall satisfaction with the company/product/service on a scale of 1 to 5. Responses categorize customers as follows:
Satisfied: Customers who provide responses from 4 to 5. These respondents are satisfied with your product/brand/service/interaction, will recommend you to their network, and will continue to buy from you.
Neutral: Customers who choose 3. These are unenthusiastic customers. They may defect to competitors if they see any available benefits.
Dissatisfied: Customers who pick 1 or 2. These are customers who feel that a product or service was not provided as expected.
Customer Satisfaction Score Calculation:
To calculate the CSAT score, the percentage of satisfied customers (those who chose 4 or 5) is divided by the total number of survey responses received.
CSAT = (Number of Satisfied Customers [4 and 5]/Number of Survey Responses)%
The Customer Satisfaction Score can range between 0% (Very Unsatisfied) to 100% (all Satisfied).
Customer Effort Score – CES:
The CES question asks customers to rate their level of agreement with the statement: Company/product/service/brand made it easy for me to meet my needs, on a scale of 1 to 7. Responses categorize customers as follows:
Agree: Customers who provide responses from 5 to 7. These are respondents who say that it was easy to deal with your company/product/service and that it took little or no effort to accomplish their goals.
Neutral: Customers who choose 4. These are unenthusiastic customers. They may defect to competitors if they see any available benefits.
Disagree: Customers who pick 1 to 3. These are customers who feel that it took from some to a considerable amount of effort to deal with the company/product/service in meeting their goals.
Customer Effort Score Calculation:
To calculate the CES score, the sum of scores is divided by the total number of scores/responses received.
CES = Sum of Scores/No. of Scores
The Customer Effort Score can range from 1 (all Strongly Disagree) to 7 (all Strongly Agree).