Every Simplesat survey measures one metric (CSAT, NPS, CES 2.0 or 5-Star) through one metric question: the question your metric rating comes from. Each metric rating counts as Positive, Neutral or Negative, and Simplesat calculates CSAT, NPS and CES scores from that sentiment.
Choosing a metric
Click New survey and choose a metric. The window that opens calls the metric question the primary question.
Metric | Default question | Scale |
CSAT (Customer Satisfaction Score) | How did we do? | 2, 3, 4 or 5 options. A new CSAT survey has 3. |
NPS (Net Promoter Score) | How likely are you to recommend us to a friend or colleague? | 0 to 10 |
CES 2.0 (Customer Effort Score) | [your company name] made it easy for me to handle my issue | 1 to 7, from Strongly disagree to Strongly agree |
5-Star | How would you rate your experience with [your company name]? | 1 to 5 stars |
To use a different metric, create a new survey.
Editing the metric question
You need the Manage surveys permission to edit a survey. The Owner and Admin roles have it.
On Build, edit the metric question's wording in Question.
CSAT: Choose an Icon set and Rating scale, then edit the rating labels under Choices.
NPS and CES 2.0: Edit the labels at the ends of the scale under Min score and Max score.
5-Star: Choose an Icon set and edit the labels under Min score and Max score.
Min score and Max score change the label text, not the numbers on the scale.
You can place other questions before or after the metric question, and you can move any question with the arrows beside it. The metric question itself can't be deleted.
Note: Only the metric rating counts toward the survey's score. A survey can show high ratings on its other questions and still have a low score.
How ratings map to sentiment
Simplesat sets each rating's sentiment automatically from its rating value.
Metric | Negative | Neutral | Positive |
CSAT, 2 options | 2 | None | 4 |
CSAT, 3 options | 2 | 3 | 4 |
CSAT, 4 options | 2 | 3 | 4, 5 |
CSAT, 5 options | 1, 2 | 3 | 4, 5 |
5-Star | 1, 2 | 3 | 4, 5 |
NPS | 0 to 6 | 7, 8 | 9, 10 |
CES 2.0 | 1, 2, 3 | 4 | 5, 6, 7 |
CSAT rating values come from a fixed range of 1 to 5. A scale with fewer options uses only some of those values. On a three-option CSAT, for example, a Positive rating is recorded as a 4, not a 3.
You can't change these groups in Simplesat. If you report in another system, you can use the rating value from the API or an integration to apply your own grouping. The available data depends on the integration action.
Troubleshooting
A positive rating is recording as Neutral
A label can sound positive even when the rating counts as Neutral. On a three-option CSAT the middle option is Neutral, and on a four-option CSAT the second-lowest option is Neutral.
Check which option the customer picked.
On a CSAT survey, check that option's label in Choices. The icon beside each label box shows which rating the label belongs to.
If the labels are right, send us the exact link the customer used.
Every response comes in with the same rating
If several rating options use the same link, they'll all record the same rating. Check that each option has its own link. Survey emails and embed code already provide separate links for each option.
A response shows No rating
The customer didn't reach the metric question, so there's no metric rating. This happens when:
a question before the metric question ends the survey with a Finish survey action, or
the customer answers an earlier question and then leaves.
No rating isn't Neutral. These responses keep the customer's answers and count toward your monthly response allowance, but not your CSAT, NPS or CES score. They're counted under No rating in Reports.
FAQ
Can I reword the standard NPS question?
Yes. The wording in Question is free text, and so are the Min score and Max score labels. The scale stays 0 to 10.
Can my survey start with a multiple-choice question instead of a rating question?
Yes. Other questions can go before the metric question. If a customer answers that question but doesn't reach the metric question, the response shows No rating.
Can I change how ratings are grouped or how Neutral ratings affect my score?
No. Ratings use the Positive, Neutral and Negative groups shown above. You can't add a fourth group, move ratings between groups, or exclude Neutral ratings from the score. For a different calculation in another system, use the rating value.
Four positive ratings and one neutral gives 80%, not 100%. Why?
A CSAT score is the share of ratings that are Positive. A Neutral rating counts in the total but not as Positive, so four Positive ratings out of five gives 80%. Responses with No rating aren't counted.