Each base and sub-themes impact and score is calculated using the following formulas, with slight differences for NPS data or other score types.
NPS Impact and Score formulas
- Net Promoter Score (NPS): 0-10 answers to the question, "How likely are you to recommend us to a friend or colleague?"
Other score type 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