Custom Metrics

Overview

Custom Metrics allow users to create calculated KPIs from survey responses using formulas. Instead of relying only on raw response data, users can build meaningful metrics such as average scores, category scores, positive response percentages, or custom business KPIs.

These metrics can then be used across Dashboards and Crosstabs for deeper analysis and more structured reporting.

Custom Metrics help transform survey responses into actionable insights by combining multiple calculations into simplified business indicators.

When to use it:
Use Custom Metrics when you want to create calculated scores, track performance indicators, or standardize reporting across surveys.

Use Custom Metrics to group related questions into category-level scores for easier executive reporting.

Key Use Cases

• Create category-wise performance scores
• Track custom business KPIs from survey responses
• Standardize calculations across dashboards
• Analyze positive or negative response percentages
• Compare different survey categories side-by-side

How to Use Custom Metrics

How to Access Custom Metrics

1. Go to Dashboards
2. Click Settings
3. Select Custom Metrics

Understanding Custom Metrics

Custom Metrics allow users to calculate meaningful insights from survey responses using formulas.

Instead of viewing only individual responses, users can create metrics such as:

• Average Scores
• Positive or Negative Response %
• Category-level Scores
• Combined KPI Scores

These metrics simplify reporting and help teams focus on key performance indicators.

Create a Custom Metric

To create a new metric, click Create Custom Metric and select one of the available methods.

Available Options:

• By Question Type — Applies the metric across all questions of a selected type (such as NPS or CSAT)
• By Specific Question — Applies the metric to a single selected question

Add Formula Functions

Custom Metrics are built using formulas and functions. Users can click “f Add Function” (or press f) to start building formulas.

Common functions include:

• Count — Number of responses
• Base — Total responses
• Sum — Total score
• Average — Mean score
• NPS Score — Built-in NPS calculation

Users can combine multiple functions to create advanced calculations.

For example:

• Combine score ranges
• Calculate averages across categories
• Build percentage-based metrics

Metrics can also be displayed as percentages using the Show Metric Values as Percentage option.

Only metrics with formulas can be used inside Crosstabs.

Example Use Case

Custom Metrics are commonly used to create category-level scores in employee or customer experience surveys.

For example, different questions may represent:

• Leadership and Direction
• Performance and Enablement
• Growth and Development
• Culture and Team Environment
• Well-being and Rewards

Separate metrics can be created for each category to track performance independently.

Use Custom Metrics in Crosstabs

Custom Metrics can be added directly into Crosstabs for comparison and analysis.

To use them:

1. Go to Dashboards → Crosstabs
2. Click Create New
3. Select the survey
4. Add Custom Metrics from the Rows section

Under Rows:

1. Click Select Question
2. Choose Custom Metrics
3. Select the required metrics

Compare Multiple Metrics

Multiple Custom Metrics can be added together inside Crosstabs for side-by-side comparison.

For example:

• Leadership and Direction
• Performance and Enablement
• Growth and Development
• Culture and Team Environment
• Well-being and Rewards

This makes it easier to compare category performance and identify strengths or improvement areas.

View Metric Results

Once added to Crosstabs or Dashboards, Custom Metrics display calculated values such as averages, percentages, or KPI scores.

When to Use Custom Metrics

Custom Metrics are useful when organizations want to:

• Create category-level scores
• Track business KPIs
• Compare different aspects of surveys
• Standardize calculations and reporting
• Build executive-level dashboards

Custom Metrics help convert raw survey data into business-focused insights that are easier to track and present.