Understand scores and metrics
Every customer response carries a score, and the app uses color to tell you at a glance whether it’s good news or a problem to act on.
The colored score badge
Section titled “The colored score badge”The score appears as a number inside a colored circle:
- Green — a positive score (happy customer).
- Grey — a middle-of-the-road score.
- Red — a negative score (needs attention).
The exact number ranges behind each color depend on the metric the touchpoint uses.
The metrics you’ll see
Section titled “The metrics you’ll see”Different surveys measure different things. Here is how each metric groups its scores.
NPS (Net Promoter Score)
Section titled “NPS (Net Promoter Score)”NPS runs from 0 to 10 and measures how likely customers are to recommend you.
- Promoters — 9–10 (green)
- Passives — 7–8 (grey)
- Detractors — 0–6 (red)
CSAT (Customer Satisfaction)
Section titled “CSAT (Customer Satisfaction)”CSAT runs from 1 to 5 and measures satisfaction.
- Satisfied — 4–5 (green)
- Neutral — 3 (grey)
- Unsatisfied — 1–2 (red)
CES (Customer Effort Score)
Section titled “CES (Customer Effort Score)”CES runs from 1 to 7 and measures how easy it was for the customer.
- Agree — 5–7 (green)
- Disagree — 1–4 (red)
Sentiment
Section titled “Sentiment”Alongside the score, written comments can carry a sentiment — how the customer’s words come across. There are five levels:
- Very Positive
- Positive
- Neutral
- Negative
- Very Negative
Sentiment captures the tone of what customers wrote, not just the number they picked. Feedback cards themselves show the score; the sentiment breakdown appears in the Insights tab when your organization has the Insights add-on — see Explore top categories and sentiment.