Impact formulas

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?"

NPS Impact & Score formulas

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

Other score type Impact & Score formulas


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