Impact formulas

NPS formulas

These apply when the score type is Net Promoter Score (NPS): responses on a 0-10 scale to the question "How likely are you to recommend us to a friend or colleague?"

Impact (NPS)

Impact measures how much a theme shifts the overall NPS. It is the difference between the NPS of all responses and the NPS calculated after removing responses that mention the selected theme.

Impact = NPS(all responses) - NPS(all responses excluding theme)

Expressed as a formula:

Impact = (a - b) / c  -  (d - e) / f

Where:

• a  = number of promoter responses (all responses)
• b  = number of detractor responses (all responses)
• c  = total number of responses
• d  = number of promoter responses excluding theme
• e  = number of detractor responses excluding theme
• f  = total number of responses excluding theme

Impact (NPS) can range from -200 to 200.

Score (NPS)

Score is the NPS calculated using only the responses that mention the selected theme.

Score = NPS(only responses with theme)

Expressed as a formula:

Score = (a - b) / c

Where:

• a  = number of promoter responses with theme
• b  = number of detractor responses with theme
• c  = total number of responses with theme

Score (NPS) can range from -100 to 100.

Other score type formulas

Average score impact and score formulas

• CSAT: 1-10 answers to the question "How satisfied were you with your experience?"
• Star ratings: 1-5 stars reviewing a product, service or company
• Another numerical rating system: Any number rating

These apply when the score type is any numerical rating other than NPS, including:

• CSAT: 1-10 answers to "How satisfied were you with your experience?"
• Star ratings: 1-5 stars reviewing a product, service, or company
• Any other numerical rating system

Impact (other score type)

Impact measures how much a theme shifts the overall average score. It is the difference between the average score of all responses and the average score calculated after removing responses that mention the selected theme.

Impact = average score(all responses) - average score(all responses excluding theme)

Expressed as a formula:

Impact = a / b  -  c / d

Where:

• a  = sum of all response scores
• b  = number of all responses
• c  = sum of all response scores excluding theme
• d  = number of all responses excluding theme

Impact (other score type) can range from negative maximum score to positive maximum score (e.g. -10 to 10 for a 1-10 CSAT scale).

Score (other score type)

Score is the average score of only the responses that mention the selected theme.

Score = average score(only responses with theme)

Expressed as a formula:

Score = a / b

Where:

• a  = sum of scores for responses with theme
• b  = number of responses with theme

Score (other score type) can range from 0 to the maximum score (e.g. 0-10 for CSAT, 0-5 for star ratings).