Mapping Scores
Step 1: Mapping Scores
Before we analyze the text, let's understand the numbers. Connect your score question to calculate metrics like NPS.
1Identify Methodology
NPS
Net Promoter Score
Inputs: 0-10 Rating OR Text
CSAT
Customer Satisfaction
Inputs: 1-5 Rating OR Text
CES
Customer Effort Score
Inputs: 1-7 Rating ONLY
2Select Question (The Logic)
Scenario A: You have a Rating Question (Recommended)
If your data has a numeric question (e.g., "How likely are you to recommend?"), select it! This gives the most accurate score.
Supported: NPS, CSAT, CES
Scenario B: You ONLY have Text
Don't have a score question? No problem! Select your Text / Comment question instead.
Our AI will analyze the sentiment of the text and automatically calculate a proxy score for you.
Supported: NPS, CSAT (Not CES)
CES Limitation
Customer Effort Score (CES) is a strict metric. You cannot use text questions for CES. You must map a numeric question with values from 1 to 7.