Calculations

Customer Effort Score 7-point scale to index
The Customer Effort Score (CES) is a customer-oriented KPI that gives you insight about a customer's experience during their customer journey.  The ori...
Wed, 8 Jan, 2020 at 10:23 AM
Net Promoter Score calculated towards european standards
The Net Promoter Score is a commonly used measurement for customer loyalty, where you ask your customer how likely it is that they would recommend your prod...
Wed, 8 Jan, 2020 at 10:29 AM
Customer Satisfaction Score 10 Point scale to European standards
The Customer Satisfaction Score is the main KPI of the Customer Satisfaction Research (CSAT): a measurement where you ask customers how satisfied they are w...
Wed, 8 Jan, 2020 at 10:41 AM
TopBox
The top-box (also referred to as top-two-box or top-three-box scores) is a calculation method for scale questions. It is the sum of percentages for the high...
Wed, 18 Mar, 2020 at 11:21 PM
BottomBox
The bottom-box (also referred to as bottom-two-box or bottom-three-box scores) is a calculation method for scale questions. It is the sum of percentages for...
Wed, 18 Mar, 2020 at 11:25 PM
Response Percentage
The response percentage is the percentage of people responding to your invitation to fill out the questionnaire. There are three type of respondent statuses...
Wed, 18 Mar, 2020 at 11:11 PM
Completed Percentage
The completed percentage is the percentage of respondents that have started the questionnaire and that have also filled it out completely till the end. If t...
Wed, 18 Mar, 2020 at 11:06 PM
Percentage that a value is (or values are) available in the project within a variable
This calculation method can be used to calculate how much a value, or more values, are being selected by the respondents in one variable (for example, a que...
Wed, 8 Jan, 2020 at 4:12 PM
IndexScore5pnt
Calculation: For the IndexScore 5pnt calculation, every category on a 5-point scale gets points. The division for this is as follows: Category 1 - 0 po...
Thu, 16 Apr, 2020 at 8:11 AM