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CSAT and CES

  • July 5, 2023
  • 3 replies
  • 625 views

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Hello guys, I want to ask if you know how to see the CSAT and CES index in the Dashboard? Like the NPS. Where can I program the calculation?

Thank you very much!

3 replies

Appzk
QPN Level 5 ●●●●●
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  • QPN Level 5 ●●●●●
  • July 6, 2023

To calculate CSAT & CES, you will need to use ‘Custom Metrics’ within dashboard to configure which can then be used as metric in your charts.

 

Hope this helps!


Sowrabh1993
QPN Level 5 ●●●●●
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  • QPN Level 5 ●●●●●
  • July 6, 2023

Hi @eptress ,

 

In case you would like to show the average of numeric rating, you can use the “average” metric in the widget and then select the CSAT question(Note: CSAT question must be mapped numberset)

Alternatively, if you would like to show the % of top 2 ratings for the CSAT(% people who selected 4 and 5), then you can use the “topbox/bottmbox” metric in the widget.(Note: CSAT question must be mapped numberset)

 

In case you have a custom calculation for CSAT and CES, you can use the “Custom Metric” option available on the dashboard settings page.; https://www.qualtrics.com/support/vocalize/dashboard-settings-cx/custom-metrics/


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  • Author
  • Level 2 ●●
  • July 7, 2023

Thank you very much guys!!!!