Metrics

Usertick calculates each score from the matching question type, with no setup. When a survey has the question, the score appears on its Results page and can be added to dashboards.

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NPS

The NPS question asks for a score from 0 to 10, and each answer falls into one group:

• Promoters: 9 or 10
• Passives: 7 or 8
• Detractors: 0 to 6

The score is the percentage of promoters minus the percentage of detractors, a number from -100 to +100. Usertick keeps the score unrounded and shows it once as a whole number with its sign, rounded half away from zero: 41.6 shows as +42, 42.5 as +43 and -0.4 as 0. A change between two periods is the difference of the two numbers shown, so +32 against +30 reads +2. The Results page, dashboards, scheduled reports and Slack all show the same number, and the REST API returns the unrounded score.

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CSAT

CSAT is calculated from a rating question. It is the percentage of answers at or above 80% of the scale’s highest value: 4 or 5 on a 5-star scale, and 8 to 10 on a 10-star scale.

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CES

CES is calculated from the CES question. The Customer Effort Score is the average answer on the question’s own effort scale, where a higher number means the task was easier.

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Average score

Average score on a dashboard is the average answer to the survey’s first scoring question, whether NPS, rating, CES or slider. The card names the question under the number.

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Completion rate

Completion rate is the average share of the survey’s questions that each response answered. Every question counts except a welcome screen, so a question that a respondent skipped, or that logic or a variant didn’t show them, lowers the rate. The Results page, dashboards and scheduled reports all show this one rate, as a whole percent. A response is stored when the respondent submits the survey, so a low completion rate points to questions that people skip or never see, not to people who stopped partway.

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Acceptance rate and click rate

On a dashboard, Acceptance rate is the share of respondents shown the survey’s first consent question who checked the box, and Click rate is the share of respondents shown its first call to action who clicked the button.

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How numbers are rounded

Usertick calculates every score, average and rate unrounded and rounds it once where it is shown, half away from zero. An average, such as CES or an average score, shows one decimal, and a rate, such as CSAT or completion, shows a whole percent. A change between two periods is the difference of the two numbers shown. Answers outside a question’s own scale are left out of its scores.

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Where the numbers appear

• On each survey’s Results page, in the question cards and the numbers at the top.
• On dashboards, as measures in the card builder.
• In scheduled reports.