Customer satisfaction metrics help categorize ratings to calculate stats, leaderboards, and benchmarks.

The first, or "primary question" of a survey is connected with a metric. The metrics currently available in Simplesat are CSAT (Customer Satisfaction) and NPS (Net Promoter Score).

When creating a new survey, you can choose between CSAT or NPS as the main metric:

Choosing a metrics will alter the way dashboard and insights page display and calculate stats. For example, CSAT is displayed as a percentage, while NPS uses its own calculation

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