Formulas in Alchemer Dashboard help you transform raw survey responses into meaningful metrics. With formulas, you can calculate values like percentages, loyalty scores, and satisfaction metrics that power dashboards, charts, and executive KPIs.
This article walks through three commonly used formulas you can create in the Chart builder:
- Percentage of responses
- Net Promoter Score (NPS)
- Customer Satisfaction Score (CSAT)
These formulas help you better compare segments, track trends over time, and surface insights that drive decisions.
Percentage of responses
When to use percentage calculations
Percentages often provide more meaningful insights than raw response counts. They normalize your data so you can compare results across groups or time periods.
Use percentages when you want to:
- Compare groups of different sizes, such as regions, products, or customer segments
- Track trends when the total number of responses changes over time
- Display executive KPIs that are easier to interpret as percentages
- Avoid misleading conclusions caused by changes in response volume
For example, 50 satisfied respondents may sound positive. But if that represents 25% of respondents vs. 75%, the insight changes dramatically.
How percentage calculations work
The standard percentage formula is:
Percentage = (Subset of responses ÷ Total responses) × 100
Where:
- Subset of responses represents responses that meet a specific condition (for example, respondents selecting a specific answer)
- Total responses includes all valid responses to the question
This calculation always produces a value between 0% and 100%.
Add a percentage formula in Dashboard
You can display percentages automatically in some charts. However, creating a formula allows you to reuse the calculation across multiple visualizations.
To add a percentage formula:
- Open your dashboard and navigate to the Chart builder.
- In the left panel, click + Add > Formula.
- In the Formula Editor, enter a name for your formula (for example, Response Percent).
- Enter the following formula:
100 * count(Response ID) / group_count(Response ID)
5. Click Save.
Your new formula will appear in the Formulas section of the Chart builder.
Tip: Percentage formulas are commonly used in bar charts, pie charts, and KPI visualizations.
Net Promoter Score (NPS)
What is Net Promoter Score?
Net Promoter Score (NPS) measures customer loyalty by asking respondents how likely they are to recommend your product or service on a 0–10 scale.
Responses are grouped into three categories:
| Category | Score Range |
|---|---|
| Promoters | 9–10 |
| Passives | 7–8 |
| Detractors | 0–6 |
NPS is commonly used to:
- Track overall brand health
- Compare customer loyalty across segments
- Report a high-level KPI to leadership
The final NPS score ranges from –100 to +100.
How the NPS calculation works
NPS is calculated using the following formula:
NPS = % Promoters – % Detractors
Where:
- Promoters are respondents who selected 9 or 10
- Detractors are respondents who selected 0–6
- Passives (7–8) are not included in the calculation
Before you begin
To use this formula in Dashboard, your survey must include an NPS question using a 0–10 scale.
Add an NPS formula in Dashboard
To calculate NPS in a chart:
- Open the Chart builder.
- Click + Add > Formula in the left panel.
- Name your formula (for example, NPS Score).
- Enter the following formula:
100 * ( count_if ( to_integer( 0002 Net Promoter Score ) >= 9, 0002 Net Promoter Score ) - count_if ( to_integer (0002 Net Promoter Score ) <= 6, 0002 Net Promoter Score )) / count (0002 Net Promoter Score )
5. Replace 0002 Net Promoter Score with the column name for your NPS survey question.
6. Click Save.
Your NPS formula will now appear in the Formulas section of the Chart builder.
Tip: KPI charts are a great way to display overall NPS or NPS trends over time.
Customer Satisfaction Score (CSAT)
What is CSAT?
Customer Satisfaction Score (CSAT) measures short-term satisfaction with a specific interaction, product, or experience.
CSAT questions typically use a 1–5 rating scale, though other scales may be used. Results are reported as the percentage of satisfied customers.
CSAT is often used to:
- Evaluate specific touchpoints such as support cases, onboarding, or purchases
- Identify operational issues quickly
- Track improvements after process changes
How the CSAT calculation works
CSAT measures the percentage of respondents who selected the highest satisfaction ratings.
For a 1–5 scale, satisfied responses usually include:
- 4 – Satisfied
- 5 – Very satisfied
The formula is:
CSAT = (Number of satisfied responses ÷ Total responses) × 100
This produces a percentage between 0% and 100%.
Before you begin
To calculate CSAT in Dashboard, your survey must include a Rating (Likert) question, typically using a five-point satisfaction scale.
Add a CSAT formula in Dashboard
To create a CSAT formula:
- Open the Chart builder.
- Click + Add > Formula in the left panel.
- Enter a name such as CSAT Score.
- Enter the following formula:
100 * ( count_if ( 0003 Training Satisfaction in { "Satisfied", "Very Satisfied" }, 0003 Training Satisfaction ) / count ( 0003 Training Satisfaction ) )
5. Replace 0003 Training Satisfaction with the column name of your CSAT survey question.
6. Replace Satisfied and Very Satisfied with the two highest answer options in your survey.
7. Click Save.
Your CSAT formula will now appear in the Formulas section of the Chart builder.
Tip: Use KPI charts to highlight CSAT scores or track satisfaction changes over time.
Next steps
Once your formulas are created, you can use them across charts and dashboards to track key metrics and monitor feedback trends.
These calculated values make it easier to:
- Monitor performance over time
- Compare customer segments
- Share clear KPIs across your organization
Formulas help turn survey responses into actionable insights, giving your team the clarity needed to move from feedback to decisions.
