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Using the CX Metrics to calculate NPS or CSAT scores

Instantly calculate the NPS or CSAT Score using CX Metrics in Data Discovery

Trish Pencarska avatar
Written by Trish Pencarska
Updated yesterday

The CX Metrics feature in Data Discovery allows you to calculate NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score) using your project’s metadata. This helps you quantify customer sentiment and segment results based on any metadata key available.

How to use the CX Metrics:

  1. Navigate to the Data Discovery section of your project and locate the CX Metrics panel.

  2. Click ‘Review and select’ to open the configuration panel for calculating your score.

  3. Select your metadata key

    • Choose the metadata field that contains your scoring values.

    • You can select either:

      • A numerical field with scores (e.g., 0-10 for NPS or 1-5 or CSAT), or

      • A categorical field that uses labels like Promoter, Passive, Detractor

  4. Choose your metric type. From the dropdown, select either NPS or CSAT depending on the structure of your data.
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  5. Click ‘Apply.’ Your chosen metric will now be calculated and displayed within the Data Discovery interface. You can use filters to segment your results further by demographic or behavioural metadata.

You can switch between NPS and CSAT scoring at any time, as long as your selected metadata key supports the structure.

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