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CX Project

    Dashboard Details

    The CX Dashboard tracks data from three customer care metrics: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). By default, the Dashboard includes data for all CX projects you have conducted.

    If you prefer, you can change the appearance of your Dashboard by clicking on the setting icon and switching to the Dark Theme.

    Let’s review the Dashboard options:

    Sort by Time:

    The timeline tab can be used to switch between different time periods. Selecting a time period filters the Dashboard data accordingly. The following timeline filters are available:

    All Time: Shows the overall data trend.
    Monthly: Shows data trend for last months.
    Quarterly: Shows data trends for different quarters in a year.
    Yearly:Shows data trends for different years.
    Custom:Shows data from the selected time period.

    Your default Time will be sorted as per the duration of the data collected.

    Net Promoter Score – NPS:

    You’ll see your NPS score ranging anywhere from -100 to +100.

    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)

    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.

    Score Trend:
    View your NPS trend over time and your participant breakdown into Detractors, Passives, and Promoters.

    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.

    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)%

    Score category analysis:
    The Customer Satisfaction Score can range between 0% (Very Unsatisfied) to 100% (all Satisfied).

    Score Trend:
    View your CSAT trend over time and your participant breakdown into Very Dissatisfied, Dissatisfied, Neutral, Satisfied, and Very 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.

    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

    Score category analysis:
    The Customer Effort Score can range from 1 (all Strongly Disagree) to 7 (all Strongly Agree).

    Score Trend:
    View your CES trend over time and your participant breakdown into Strongly Disagree, Disagree, Somewhat Disagree, Neutral, Somewhat Agree, Agree, and Strongly Agree.

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