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# Understand satisfaction indices

###### When using smiley questions to understand satisfaction you can expect a lot of feedback. While you can see how many people chose each emoji, the real power in a smiley question lies in something called its 'index'. This is a single number that Ombea calculates from the results. The index represents the balanced total of all your results.

* Net Promoter Score (NPS).
* Customer Effort Score (CES).
* Customer Satisfaction (CSAT).
* Insights Index.

## How to choose the right index for your scenario

**Net Promoter Score (NPS)**

* NPS measures the likelihood that somebody will recommend you to others.
* When responding to NPS, your customer typically considers all factors that affected their experience, across all touchpoints.
* An NPS question follows the form: _How likely are you to recommend xxx?_
* The index ranges from -100 to +100.

**Customer Effort Score (CES)**

* CES measures how easy your customer found it to do something.
* When responding to CES, your customer typically considers a narrow range of touchpoints.
* A CES question follows the form: _How easy was it for you to xxx?_
* The index ranges from 0 to 5.

**Customer Satisfaction (CSAT)**

* CSAT measures your customer's immediate or short-term sentiment.
* When responding to CES, your customer typically considers a single interaction in the present moment.
* A CSAT question follows the form: _How satisfied were you with xxx today?_
* The index ranges from 0 to 100.

**Insights Index**

* This is the default index.
* You should use this index when none of the other choices fit your scenario.
* The Insights Index ranges from 0 to 100. 

## How the indices are calculated

**Net Promoter Score = Percentage of Promoters - Percentage of Detractors**´

Promoters and Detractors are defined as follows:

* **Dark green** votes are considered _Promoters_.
* **Light red, dark red, and yellow** votes are considered _Detractors_.
* **Light green** votes are considered _Neutral_.

**Customer Effort Score = Total sum of responses ÷ Number of responses**

When calculating the 'total sum of responses':

* Each **dark green** response is worth 5.
* Each **light green** response is worth 4.
* Each **yellow** response is worth 3.
* Each **light red** response is worth 2.
* Each **dark red** response is worth 1.

**Customer Satisfaction = (Total of positive responses ÷ Total responses) x 100**

* **Dark green** votes are counted as positive responses.
* **Light green** votes are counted as positive responses.
* No other responses contribute to the 'positive' count.

**Insights Index = Total Score ÷ Total number of responses**

The total score is calculated as follows:

* Each **dark green** vote is worth 100.
* Each **light green** vote is worth 75.
* Each **yellow** vote is worth 50.
* Each **light red** vote is worth 25.
* Each **dark red** vote is worth 0.