Custom Metrics

Overview

Hello Customer now supports Custom Metrics, allowing you to create highly personalized survey metrics tailored to your business needs. These questions extend beyond standard metrics like NPS, CES, and CSAT by offering full flexibility in naming, scoring, and feedback collection.

IN THIS ARTICLE

1. What are Custom Metrics?

2. Create a new Custom Metric

3. Adding a Custom Metric to your survey

4. Editing a Custom Metric

5. Duplicating a Custom Metric

6. Deleting a Custom Metric

 

1. What are Custom Metrics?

Custom Metrics let you fully personalize your survey metrics:

• Define a custom name for the custom metric. 

• Set a score range from 0 up to 10 (or smaller ranges if desired). The numbers are fully customizable. 

• Configure positive, neutral, and negative score groups with custom thresholds.

• Enable optional open-text feedback for richer insights.

• You can use this custom metric more than once in your survey and in all your touchpoints.

• Use them in place of traditional metrics - NPS, CSAT and CES - or combine them, keeping reporting seamless.

...back to top

2. Create a new Custom Metric 

Go to the Questions & text section of your touchpoint (it can be newly created , or an already existing one. 

The "+ Create a custom metric" option will appear" when adding a new question to the touchpoint. You just need to click here in order to start configuring your new Custom Metric:

 

A new dialogue will open with the different options to customize the custom metric:

Metric details

Name: This is a generic name that helps identifying the question in the platform. For example: you can call it 1-8 question so you can identify it when adding it to your surveys. 

Description: Here you can explain the purpose of the custom metric.

Score

Set the range by selecting a numeric min and max score. Keep in mind:

- The scores have to be positive numbers

- The minimum score has to be smaller than the maximum score

- Between the min and max scores cannot be more than 11 steps (0-10: 100-110...). But there can be less. 

Once the min and max scores are selected, a new section can be configured where you can:  

- A: Define the score groups (positive, negative and neutral) by moving the lollipops along the score range

- B: Select the polarity of the custom metric (if it goes from + to - or from + to -)

- C: If the range goes from min to max or from max to min

Once selected, you can save your custom metric which can be confirmed when the following dialogue appears: 

 

...back to top

3. Adding a Custom Metric to your survey

Once created, you can add the custom metric to your survey. It works as any other question. You can see:

- The name of the custom metric

- The calculation method (currently just average is supported, but soon two new methods will be added - % of positive answers and % of positive - % of negative answers)

You just need to press the + icon and a dialogue will appear for you to configure the question. 

Once configured and saved, the question will appear on the survey preview.

...back to top

4. Editing a Custom Metric

Custom metrics can be edited by clicking on the three dots right next to the + icon in the question selection dialogue and selecting Edit. 

You can edit:

- The name 

- The description 

- Score range 

- Score groups

- Calculation method (coming soon)

...back to top

5. Duplicating a Custom Metric

Custom metrics can be duplicated by clicking on the three dots right next to the + icon in the question selection dialogue and selecting Duplicate.

A new modal dialogue will appear in order for you to configure the new duplicate. This is because there cannot be two custom metrics with the exact same configuration for the score section (i.e. same score range, score groups and calculation method)

Once configured, don't forget to save the duplicate question. 

...back to top

6. Deleting a Custom Metric 

Custom metrics can be deleted by clicking on the three dots right next to the + icon in the question selection dialogue and selecting Delete.

A new modal dialogue will appear and you can confirm whether you would like to delete the custom metric or cancel the deletion. 

 

...back to top