You may have seen the image above on our reports page where there is a drop-down list of the metrics you can track. Each one of these metrics is explained below:
This is a metric that is unique to Chattermill. It is calculated by subtracting % of Negative theme mentions from % of Positive ones. The metric is a universal approach to measuring customer experience across various channels. It works on a scale ranging from -100 to 100.
This is also a metric unique to Chattermill. It is the ratio of positive to negative theme mentions. You can find out more about this here.
Net promoter score (NPS):
NPS is an industry standard metric. It is calculated by subtracting the percentage of detractors (those who give a score of 0-6) from the percentage of promotors (9-10). This also works on a scale ranging from -100 to 100.
Average score & number of responses:
This is just a simple average for all responses with a customer assigned score and the total volume of responses from customers.
This is used to measure the percentage of satisfied customers. Calculated by taking the number of customers who gave a rating of 4 or 5 out of 5 and dividing this by the total volume of responses.
Positivity & Negativity Index:
This is the last Chattermill unique metric. This is the number of positive or negative mentions within a set of responses based on your filter selection. You can find out more about this here.