Configure Survey metrics

Metrics are explicit

ELUNIA does not infer a metric from question wording. In the Survey builder, only Rating / scale and NPS questions expose the Metric, Measurement category and Scoring direction selects. Choose Not a KPI metric when a numeric question should remain a general answer without semantic KPI treatment.

NPS

Use the NPS question type for Net Promoter Score. It is fixed to an integer 0–10 scale and is automatically configured as NPS. Scores 9–10 are Promoters, 7–8 are Passives and 0–6 are Detractors. ELUNIA calculates:

NPS = percentage of Promoters − percentage of Detractors

The result ranges from −100 to 100. A Rating question cannot be relabeled as NPS through the Metric select, and an arbitrary star average is not NPS.

CSAT

Configure CSAT by choosing a Rating / scale question and selecting CSAT in Metric. ELUNIA reports the stored numeric average and a favorable percentage. With Higher is better, the default favorable threshold is 4; answers at or above it are favorable. With Lower is better, the default threshold is 2; answers at or below it are favorable. These defaults use the stored scale settings and direction; ELUNIA does not supply an external industry benchmark.

CES

Configure CES on a Rating / scale question and select CES. ELUNIA reports the numeric average and favorable percentage. CES defaults to lower-is-better analysis when no direction was stored, but the builder stores the explicit Scoring direction you choose. Use Lower is better when a smaller effort score is favorable, or Higher is better only when your wording and scale intentionally make a larger score favorable.

General ratings and direction

Select RATING for a semantically identified general rating, or Not a KPI metric for no KPI label. Rating answers still appear in rating averages based on their question type. Higher is better and Lower is better control favorable classification for semantic summaries; they do not reverse or transform the stored answer.

Measurement categories and history

Measurement category groups numeric answers into an operational area such as service or cleanliness. Category analytics require enough answers before showing an average; the current minimum cohort is five. Categories label analysis—they do not change the question scale.

At submission, ELUNIA snapshots metric type, scoring direction, category and scale settings with the answer. Later edits therefore affect future Responses without changing the original semantics of completed ones.

Plain-language help in the builder

Below the scoring controls, open What do these scores mean?. NPS explains recommendation, CSAT satisfaction, CES effort and Rating a general score. You can keep the default survey’s scoring and customize it only when needed. Not a KPI metric assigns no named KPI; rating-type answers may still appear in general rating averages.