NPS & CSAT

Trackelio includes built-in support for two industry-standard satisfaction metrics: NPS (Net Promoter Score) and CSAT (Customer Satisfaction). Both can be delivered through the embeddable widget and their results are tracked per site.

NPS (Net Promoter Score)

NPS measures overall user loyalty by asking a single question on a 0 to 10 scale.

How it works

1. A user is presented with a question (e.g., “How likely are you to recommend us to a friend?”).
2. The user selects a score from 0 (not at all likely) to 10 (extremely likely).
3. An optional follow-up comment field lets the user explain their score.

Configuration

You can customize the following settings for your NPS survey:

• Question text — Change the wording of the main question to match your brand or context.
• Low label — The label displayed at the low end of the scale (e.g., “Not likely”).
• High label — The label displayed at the high end of the scale (e.g., “Very likely”).

Score categories

Responses are automatically categorized based on the score:

Category	Score range	Description
Promoter	9 — 10	Loyal users who are likely to recommend
Passive	7 — 8	Satisfied but not enthusiastic
Detractor	0 — 6	Unhappy users who may discourage others

NPS calculation

The overall NPS score is calculated with the following formula:

NPS = ((promoters - detractors) / total_responses) * 100

The result is a number between -100 and 100. A positive score means you have more promoters than detractors.

CSAT (Customer Satisfaction)

CSAT measures satisfaction with a specific interaction, feature, or experience using a 1 to 5 star rating.

How it works

1. A user is presented with a customizable question (e.g., “How satisfied are you with this feature?”).
2. The user selects a rating from 1 to 5 stars.
3. An optional comment field lets the user provide additional context.

Configuration

You can customize:

• Question text — The main question displayed to the user.
• Subject — The topic or context of the satisfaction survey.

Score distribution

CSAT results include a distribution breakdown showing how many responses fall into each score level (1 through 5). This helps you identify patterns beyond the average — for example, whether you have a bimodal distribution with many 1s and 5s.

Delivery and tracking

Both NPS and CSAT surveys are delivered through the embeddable widget on your site. Each survey response is tracked per site, so if you have multiple sites in your workspace, you can compare satisfaction scores across them.

Viewing results

Results for both NPS and CSAT are available in the analytics dashboard. You can see:

• NPS score with a breakdown of promoters, passives, and detractors.
• CSAT average with the distribution of scores across all responses.

See the Analytics page for more details on the dashboard.