AwareCX provides a comprehensive set of analytics tools designed to help you understand customer sentiment, identify risks, and uncover opportunities for improvement. This guide explains how the key metrics and reports work so you can confidently interpret the data in your dashboard and analytics views.
Understanding NPS (Net Promoter Score)
Net Promoter Score measures long-term customer loyalty using a single question: "How likely are you to recommend us?" Responses are recorded on a 0 to 10 scale.
Score categories
- Promoters (9 to 10). Loyal customers who are highly satisfied and likely to recommend your company.
- Passives (7 to 8). Generally satisfied but not strongly loyal, and often vulnerable to competitors.
- Detractors (0 to 6). Dissatisfied customers who may discourage others from using your service.
How NPS is calculated
NPS = % Promoters - % Detractors
The resulting score ranges from -100 to +100. A positive score means you have more promoters than detractors.
General benchmark ranges
Benchmarks vary by industry, but typical interpretations are:
- Above 0, Acceptable
- Above 30, Good
- Above 50, Excellent
- Above 70, World-class
Tip
NPS is best used as a relationship metric. It works well for periodic check-ins, such as quarterly or bi-annual surveys, rather than immediately following individual transactions.
Understanding CSAT (Customer Satisfaction Score)
Customer Satisfaction Score measures satisfaction with a specific interaction or experience using a 1 to 5 scale.
Score categories
- Satisfied (4 to 5). The customer had a positive experience.
- Neutral (3). The experience met expectations but did not exceed them.
- Dissatisfied (1 to 2). The experience did not meet expectations.
How CSAT is calculated
CSAT = (Number of Satisfied Responses / Total Responses) x 100
Only responses of 4 or 5 are counted as satisfied. CSAT is reported as a percentage from 0 to 100%.
Tip
CSAT is a transactional metric, making it ideal for measuring satisfaction after a service visit, support interaction, installation, or completed project.
Understanding CES (Customer Effort Score)
Customer Effort Score measures how easy it was for a customer to get something done, such as resolving an issue, completing a purchase, or onboarding. Responses are recorded on a 1 to 7 scale, where higher is easier.
Score categories
- Easy (5 to 7). The customer found the interaction effortless.
- Neutral (4). Mixed effort experience.
- Difficult (1 to 3). The customer struggled. Strong churn predictor.
How CES is calculated
CES % = (Easy Responses / Total Responses) x 100
Only responses of 5, 6, or 7 are counted as easy. CES is reported as a percentage from 0 to 100%.
Tip
CES is a strong predictor of repurchase and renewal. Use it after support interactions, onboarding milestones, or any moment where effort matters more than satisfaction.
Reading the CX Command Center (Dashboard)
The Dashboard serves as your real-time operational view of customer sentiment and response activity. Each section highlights a different aspect of performance.
Portfolio Health Score
The Portfolio Health Score is a single 0–100 composite that blends NPS, CSAT, and CES based on which metrics have responses in the selected period. NPS is normalized from its native −100 to +100 range onto a 0–100 scale before blending.
The weighting depends on which metrics have data:
- All three (NPS + CSAT + CES): 50% NPS, 30% CSAT, 20% CES.
- NPS + CSAT only: 60% NPS, 40% CSAT.
- NPS + CES only: 70% NPS, 30% CES.
- CSAT + CES only: 60% CSAT, 40% CES.
- Single metric: 100% weighting.
Health bands:
- 70 – 100: Good (emerald)
- 40 – 69: Fair (amber)
- 0 – 39: At Risk (red)
KPI tiles
The dashboard includes several key performance tiles:
- NPS Score. Current Net Promoter Score with a 30-day sparkline trend.
- CSAT Score. Current satisfaction percentage with a sparkline trend.
- CES Score. Current customer effort percentage with a sparkline trend (shown when CES responses exist).
- Total Responses. Responses received in the selected date range, with a daily average.
- Detractor Risk. Percentage of detractors within total NPS responses, with a color-coded risk gauge.
Each KPI tile also includes micro-detail text that explains the distribution behind the metric, for example: Promoters 62% · Passives 24% · Detractors 14%.
Intelligence Zone
- Movement card. Period-over-period changes in NPS and CSAT.
- Account risk table. Accounts sorted by risk level to prioritize outreach.
- Top themes. AI-extracted themes from open-ended feedback.
- Recent detractors. Prioritized list of low-score responses that may need immediate follow-up.
Date range filter
Use the date range selector to control which responses are included. Dashboard presets are 7 days, 30 days, 90 days, All Time, and Custom Range. Changing the range updates all dashboard metrics and charts.
Using the Analytics page
The Analytics page provides deeper analysis across all surveys and assessments. It is designed for portfolio-level insights and detailed exploration of trends.
Filters
- Source. All surveys, all assessments, or a specific survey or assessment.
- Date range. Last 7 days, last 30, last 90, This quarter, Year to date, or a custom range. Custom ranges can be compared to the previous equivalent period.
- Scale type. NPS, CSAT, CES, or any combination.
- Account. Filter data to a specific account.
- Granularity. Group trends by day, week, or month.
Tabs
Trends tab
Visualizes score movement and response activity.
- Score Trends Chart. Multi-line area chart displaying NPS, CSAT, and CES over time (whichever scales have data), with a subtle gradient fill that highlights momentum and trend direction.
- Response Volume Chart. Bar chart of response counts per period, with a dashed cumulative line overlay showing engagement growth over time.
Rankings tab
A sortable table of accounts. Each row includes response count, NPS, CSAT, CES, and detractor percentage. Sorting by any column quickly surfaces your strongest or weakest accounts. Clicking an account opens its individual detail page.
Detail tab
A paginated table listing every individual response. Columns include score, feedback text, contact name, account, source survey, and date. Useful for reviewing specific responses or searching for patterns.
AI Report tab
Generates an executive summary of all feedback within your selected filters. The report includes:
- Extracted themes with sentiment labels (positive, negative, or mixed)
- Mention counts for each theme
- Top issues with impact descriptions
- Recommended actions based on detected patterns
Reports are cached for one hour per filter combination and can be refreshed on demand when new data becomes available. AI insights require at least five text responses in the selected window.
Survey-level results
Each survey has a dedicated Results page showing data across all sends for that survey.
Score distribution
A bar chart displaying how many responses fall into each score value. Scores are color-coded by category:
- Green. Promoter, Satisfied, or Easy
- Amber. Passive or Neutral
- Red. Detractor, Dissatisfied, or Difficult
Score trend
A line chart showing daily average scores over time, so you can see how sentiment evolves.
Recent responses table
Displays the 10 most recent responses, including contact name, score badge, feedback excerpt, and response date.
AwareCX Insights
An AI-powered analysis of open-ended feedback that identifies key themes, sentiment patterns, and frequently mentioned issues. This feature requires at least five text responses.
Filtering survey results
- Account filter. View responses for a specific account.
- Score category filter. Promoter / Passive / Detractor for NPS, Satisfied / Neutral / Dissatisfied for CSAT, or Easy / Neutral / Difficult for CES.
- Search. Search by contact name or email.
- Custom field filters. If contacts include metadata fields, results can be filtered using those attributes.
Exporting reports
AwareCX offers multiple export formats for sharing and external analysis.
Excel workbook (.xlsx)
Available from the Survey Results page. The workbook contains multiple sheets:
- Summary. Overall scores and response counts.
- Distribution. Score-by-score breakdown.
- Trend. Daily average scores over time.
- Detractors. A list of all detractor responses for follow-up.
- AI Insights. The AI-generated themes and issue summaries.
- Responses. Every individual response with all associated fields.
CSV export
Single-table exports available directly from response tables. Useful for importing data into spreadsheets or external tools.
AI Insights PDF
A printable summary of the AI analysis. Available from the Insights panel on both the Survey Results and Analytics pages.
Analytics Excel report
Available from the Analytics page, this export provides portfolio-level reporting including metrics, trend data, and account rankings.
Response rate
Response rate is calculated using the formula:
Response Rate = (Responses Received / Surveys Sent) x 100
Public survey links are handled differently. Responses submitted through public survey links are counted in the total response volume but excluded from the response rate denominator. This prevents artificially inflating the metric.
The dashboard displays both values, for example:
X via email (Y% rate) · Z via public link
Tips for getting the most from analytics
- Check your dashboard weekly. Sparkline trends and movement indicators often highlight changes before they become larger problems.
- Use the Rankings tab monthly. Sorting accounts by detractor percentage helps identify accounts that may need proactive outreach.
- Generate AI reports after major sends. AI insights are most valuable when analyzing 20 or more text responses.
- Export and share results. The Excel workbook export makes it easy to share results with stakeholders who do not have direct access to AwareCX.
- Compare time periods. Adjust the date range filter to compare recent performance with previous periods and identify long-term trends.