Aggregate Calculations are now available when analyzing feedback in Quantify.

• NPS
• CSAT
• Average (Mean)

Net Promoter Score (NPS)

Net Promoter Score (NPS) is a metric used to measure customer experience. It's automatically available for usage, when a metadata field has values in the range of 0-10.

Those who respond with a score of 9 to 10 are labeled Promoters, those with a score of 7 to 8 are labeled Passives, and those with a score from 0 to 6 are labeled Detractors. The Net Promoter Score is then calculated by subtracting the percentage of Detractors from the percentage of Promoters. The result is a score between -100 and 100, with a higher score indicating better customer satisfaction and loyalty.

Note: NPS calculations are available for all numeric metadata fields with values between 0-10.

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score, often abbreviated as CSAT, is a metric used to measure a customer's satisfaction. The CSAT score is calculated as the percentage of positive responses. CSAT is available as a calculation on all metadata fields which have values in the range 1-5. The calculated value is the percentage value of customers who gave a positive rating (4 or 5).

CSAT Score = (# Positive responses {4 or 5} / # All responses) x 100

Note: Available for all numeric metadata fields with values between 1-5.

Mean

Mean value, or the arithmetic mean, is the 'average' of a numeric metadata value. It's calculated by adding up all the occurrences of a metadata value, and then dividing by the total number of feedback records matching the applied filters and set duration.

Note: Available for all numeric metadata fields.