Engagement Insights provide scores for drivers and questions, allowing you to gain understanding for individual surveys or across all surveys.
Metrics
There are only two metrics for both drivers and questions:
-
Overall Score:
- For Questions: It is the average score for all responses for the particular question
- For Drivers : It is the average score for all questions for the particular driver
How is Score calculated ?
- eNPS/mNPS Questions / Drivers : This is calculated on a scale of -100 to 100 by subtracting the percentage of detractors from percentage of promoters
( % Promoters - % Detractors )
For example:
If a question has 2 Promoters (20%) , 4 Passives (40%) and 4 Detractors(40%), then score is 20 (Promoter %) - 40 (Detractor %) = - 20
- Other questions - Engagement and Overall Engagement Drivers : This is calculated on a scale of 0 to 100 by normalising the response on the rating scale.
For example:
If a question has an option scale of 1-5 and there are 2 responses i.e. is 3 and 5 , then score = (3/5 + 5/5)/2*100 = 80
-
Distribution
It is the distribution of responses which is shown in two ways :
- Donut Chart
- Number of responses ( Click on the accordion on the left of the row to see it)
Distribution is bucketed differently for NPS questions and other questions.
- For, eNPS/mNPS Questions / Drivers: There are 3 buckets
- Promoters : Response is 9 or 10
- Passives : Response is 7 or 8
- Promoters : Response is 0 to 6
Note: The bucketing of these responses is only for standard 0-11 NPS scale. For other rating scales , the responses are first normalized to the standard scale and then bucketed. |
- For other questions - Engagement and Overall Engagement Drivers : there are 4 buckets
-
- 0-24
- 25-49
- 50-74
- 75+
Charts
There is one chart for all views which is Driver v/s Scores over time. It shows you trendline for aggregated scores on month to month basis.
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