NavigateERP for African business

How are CSAT, NPS and effort calculated?

From the answers themselves.

Steps

  1. CSAT = satisfied answers ÷ answers. Satisfied means at or above the threshold in Settings (4 of 5 by default). CSAT questions are used; when a form has none, the overall rating.
  2. NPS = % promoters (9–10) − % detractors (0–6), from −100 to +100.
  3. Effort (CES) = the average of the effort answers, 1 (very difficult) to 7 (very easy).
  4. SLA met = tickets resolved by their target ÷ tickets resolved with a target. Reopened = reopened ÷ resolved or closed.

Good to know

  • Different surveys aren't averaged together in the trends - each form has its own (Analytics → Trends).