Metric

Definition

Responses

The number of times a user began engagement with the survey by answering at least one question.

Views

The number of times a survey was viewed.

Response rate

The percentage of views that resulted in a response.

Completion rate

The percentage of users who completed the survey until the final page.

CSAT

Customer Satisfaction Score. This is calculated by taking the number of "satisfied" responses (score 4 or 5) and dividing it by the total number of responses then multiplying by 100.

NPS

Net Promoter Score. This is a marketing metric often used to predict likelihood of a user recommending your product or service to another and is often used as a proxy for company growth potential.

Cross Tab

A cross tab is a table that shows the relationship between two sets of answers such as comparing age vs reason for purchase to inform marketing or flavour purchased vs satisfaction to inform product development.