Analytics & Reporting

Understand how to interpret AwareCX analytics, including NPS, CSAT, trends, and AI summaries.

AwareCX provides a comprehensive set of analytics tools designed to help you understand customer sentiment, identify risks, and uncover opportunities for improvement. This section 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 0–10 scale.

Score Categories

Promoters (9–10)
Loyal customers who are highly satisfied and likely to recommend your company.

Passives (7–8)
Customers who are generally satisfied but not strongly loyal. These customers are often vulnerable to competitors.

Detractors (0–6)
Customers who are dissatisfied and may discourage others from using your service.

How NPS Is Calculated

NPS is calculated using the following formula:

NPS = % Promoters − % Detractors

The resulting score ranges from −100 to +100.

A positive score indicates that you have more promoters than detractors.

General Benchmark Ranges

While benchmarks vary by industry, 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 1–5 scale.

Score Categories

Satisfied (4–5)
The customer had a positive experience.

Neutral (3)
The experience met expectations but did not exceed them.

Dissatisfied (1–2)
The experience did not meet expectations.

How CSAT Is Calculated

CSAT is calculated as:

CSAT = (Number of Satisfied Responses ÷ Total Responses) × 100

Only responses of 4 or 5 are counted as satisfied.

CSAT is reported as a percentage from 0–100%.

Tip:
CSAT is a transactional metric, making it ideal for measuring satisfaction after a service visit, support interaction, installation, or completed project.

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 combines both NPS and CSAT into a single composite metric.

The calculation is:

60% normalized NPS + 40% CSAT

Because NPS normally ranges from −100 to +100, it is first normalized to a 0–100 scale before being blended with CSAT.

A visual score band indicates the overall health level:

• Red (0–39) — High Risk

• Amber (40–69) — Medium Risk

• Green (70–100) — Low Risk

This metric provides a quick snapshot of overall customer sentiment across your portfolio.

KPI Tiles

The dashboard includes several key performance tiles.

NPS Score

Displays your current Net Promoter Score along with a 30-day sparkline trend showing movement over time.

CSAT Score

Displays your current satisfaction percentage with a sparkline trend.

Total Responses

Shows the number of survey responses received within the selected date range, along with a daily average.

Detractor Risk

Displays the percentage of detractors within total NPS responses.

A color-coded risk gauge highlights whether the proportion of detractors represents a potential issue.

Each KPI tile also includes micro-detail text that explains the distribution behind the metric.

Example:

Promoters 62% · Passives 24% · Detractors 14%

This helps you understand the composition behind the overall score.

Intelligence Zone

The Intelligence Zone surfaces insights and risks that require attention.

Movement Card

Displays period-over-period changes in both NPS and CSAT so you can quickly see whether performance is improving or declining.

Account Risk Table

Lists accounts sorted by risk level. This allows you to prioritize outreach to accounts showing declining sentiment.

Top Themes

Shows AI-extracted themes from open-ended feedback. These themes help identify recurring topics across responses.

Recent Detractors

Displays a prioritized list of recent low-score responses that may require immediate follow-up.

Date Range Filter

Use the date range selector to control which responses are included in the dashboard metrics.

Available options include:

• 7 Days

• 30 Days

• 90 Days

• All Time

• Custom Range

Changing the date 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

Several filters allow you to refine the data displayed.

Source
Filter by All Surveys, All Assessments, or a specific survey or assessment.

Date Range
Select the last 30, 90, 180, or 365 days.

Scale Type
Limit results to NPS-only, CSAT-only, or both.

Account
Filter data to a specific account.

Granularity
View trends grouped by Day, Week, or Month.

Tabs

The Analytics page is organized into several tabs.

Trends Tab

The Trends tab visualizes score movement and response activity.

Score Trends Chart

A dual-line area chart displaying NPS and CSAT over time.
A subtle gradient fill highlights momentum and trend direction.

Response Volume Chart

A bar chart displaying response counts per period.

A dashed cumulative line overlay shows total engagement growth over time.

Rankings Tab

This tab provides a sortable table of accounts.

Each row includes:

• Response count

• NPS score

• CSAT score

• Detractor percentage

Sorting by any column allows you to quickly identify your strongest or weakest accounts.

Clicking an account opens its individual detail page.

Detail Tab

The Detail tab contains a paginated table listing every individual response.

Columns include:

• Score

• Feedback text

• Contact name

• Account

• Source survey

• Date

This table is useful for reviewing specific responses or searching for patterns.

AI Report Tab

The 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 performance and can be refreshed when new data becomes available.

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 or Satisfied

• Amber — Passive or Neutral

• Red — Detractor or Dissatisfied

Score Trend

A line chart showing daily average scores over time, allowing you to see how sentiment evolves.

Recent Responses Table

Displays the 10 most recent responses, including:

• Contact name

• Score badge

• Feedback excerpt

• Response date

AwareCX Insights

An AI-powered analysis of open-ended feedback that identifies:

• Key themes

• Sentiment patterns

• Frequently mentioned issues

This feature requires at least five text responses.

Filtering Survey Results

Results can be filtered using several options.

Account Filter
View responses for a specific account.

Score Category Filter

• Promoter / Passive / Detractor for NPS

• Satisfied / Neutral / Dissatisfied for CSAT

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.

CSV exports are useful for importing data into spreadsheets or external tools.

AI Insights PDF

A printable summary of the AI analysis.

This report can be downloaded 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

• Account rankings

Response Rate

Response rate is calculated using the formula:

Response Rate = (Responses Received ÷ Surveys Sent) × 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.

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.