{"id":52792,"date":"2020-12-19T10:55:43","date_gmt":"2020-12-19T10:55:43","guid":{"rendered":"https:\/\/www.sogolytics.com\/help\/?page_id=52792"},"modified":"2026-04-17T08:25:44","modified_gmt":"2026-04-17T08:25:44","slug":"how-to-create-custom-cx-metric","status":"publish","type":"page","link":"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/","title":{"rendered":"Custom Metrics in CX"},"content":{"rendered":"<p>While customer experience metrics like CSAT, CES, and NPS help you analyze satisfaction, effort, and loyalty, it\u2019s very likely that your organization aspires to even more specific goals \u2013 professionalism, timeliness, quality \u2013 in an effort to provide your customers with an outstanding experience.<\/p>\n<div style=\"position: relative\"><div class=\"loader-parent-overlay\" style=\"display: none;position: absolute;background: rgba(0, 0, 0, .35);width: 100%;height: 100%;\"><div class=\"loader-parent\" style=\"display: block;\">\n<div class=\"line\"><\/div>\n<div class=\"line\"><\/div>\n<div class=\"line\"><\/div><\/div>\n<\/div><iframe loading=\"lazy\" id=\"help-playvideo\" class=\"to-animate-elem help-vid-class embed-responsive-item\" data-src=\"https:\/\/www.youtube.com\/embed\/hdejW4gMQJA?rel=0\" src=\"\" width=\"100%\" height=\"339\" data-animate=\"fadeMaxUp animated\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/div>\n<p>Customize your customer experience measurement and analysis by transforming important questions into CX metrics that can be tracked across your Tags and your Dashboard.<\/p>\n<p>Here\u2019s how:<\/p>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol>\n<li>Create or open a CX project.<\/li>\n<li>Add a question that best represents a standard you\u2019d like to measure \u2013 like service. The following question types are available:\n<ul>\n<li>Rating Drop Down<\/li>\n<li>Rating Radio Button<\/li>\n<li>Rating Scale<\/li>\n<li>Smiley Rating Scale<\/li>\n<li>Symbol Rating (only single sub-question)<\/li>\n<li>Text box (Currency)<\/li>\n<li>Text box (Number)<\/li>\n<li>Text box (Percent)<\/li>\n<\/ul>\n<\/li>\n<li>Once you have entered the question text and answer options, check <em>\u2018Set this question as a Custom Metric\u2019<\/em>.<br \/>\n<img decoding=\"async\" src=\"\/help\/wp-content\/uploads\/2022\/08\/CXCM1.png\" \/><\/li>\n<li>Save your question.<\/li>\n<div class=\"sogo-help-info-box\">\n<i class=\"fal fa-info-circle\"><\/i> <\/p>\n<p class=\"sogo-info-text\"> Learn more about <a href=\"\/help\/how-to-add-tags-to-your-cx-survey \">adding Tags<\/a> to your metric questions to analyze data on the CX Dashboard. <\/p>\n<\/div>\n<li>Next, on the pop-up, enter the details for your metric. Remember that your metric question will be displayed on the CX Dashboard under this name.<br \/>\n<img decoding=\"async\" src=\"\/help\/wp-content\/uploads\/2022\/08\/CXCM2.png\" \/><\/li>\n<li>Choose how would you like to calculate this metric on the CX Dashboard:\n<ol style=\"list-style: lower-alpha;\">\n<li><strong>Weighted Score:<\/strong> This score is calculated based on the weights assigned to each answer option.<\/li>\n<li><strong>Weighted Score as Percentage:<\/strong> This percentage is calculated from weighted score divided by highest weight and multiplied by 100.<\/li>\n<li><strong>Percentage Favorable:<\/strong> This percentage is based on the favorable responses divided by total responses and multiplied by 100.<br \/>\n<div class=\"example-block-container blue-shade\">\n        <span class=\"example-block-content\"><span class=\"example-block-header\">For example:<\/span><br \/>\nOn a 5 point scale, you might consider 4 and 5 as favorable. On a 10-point scale, you might set 7-10 as favorable, or 8-10. Your call.<\/span>\n  <\/div><\/li>\n<li><strong>Net Intent:<\/strong> Percentage of positive responses minus percentage of negative responses.\n<div class=\"sogo-help-info-box\">\n<i class=\"fal fa-info-circle\"><\/i> <\/p>\n<p class=\"sogo-info-text\"> Once a Custom Metric is created, you will only be able to change its calculation on the CX Dashboard. <\/p>\n<\/div>\n<\/ol>\n<\/li>\n<li>Once set, the name of your Custom Metric will be displayed as a label on the question.<\/li>\n<li>All of your Custom Metric questions will be available within the Question Bank and can be reused across projects.<br \/>\n<img decoding=\"async\" src=\"\/help\/wp-content\/uploads\/2022\/08\/CXCM3.png\" \/><\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<div class=\"sogo-help-info-box\">\n<i class=\"fal fa-info-circle\"><\/i> <\/p>\n<p class=\"sogo-info-text\"> Default CX metrics (CSAT, NPS, CES) cannot be updated. <\/p>\n<\/div>\n<p><a href=\"\/help\/cx-dashboard-overview\">Learn more<\/a> about Custom Metrics in the Dashboard.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>While customer experience metrics like CSAT, CES, and NPS help you analyze satisfaction, effort, and loyalty, it\u2019s very likely that your organization aspires to even more specific goals \u2013 professionalism, timeliness, quality \u2013 in an effort to provide your customers with an outstanding experience. Customize your customer experience measurement and analysis by transforming important questions into CX metrics that can be tracked across your Tags and your Dashboard. Here\u2019s how: Create or open a CX project. Add a question that best represents a standard you\u2019d like to measure \u2013 like service. The following question types are available: Rating Drop Down Rating Radio Button Rating Scale Smiley Rating Scale Symbol Rating (only single sub-question) Text box (Currency) Text box (Number) Text box (Percent) Once you have entered the question text and answer options, check \u2018Set this question as a Custom Metric\u2019. Save your question. Learn more about adding Tags to your metric questions to analyze data on the CX Dashboard. Next, on the pop-up, enter the details for your metric. Remember that your metric question will be displayed on the CX Dashboard under this name. Choose how would you like to calculate this metric on the CX Dashboard: Weighted Score: This score is calculated based on the weights assigned to each answer option. Weighted Score as Percentage: This percentage is calculated from weighted score divided by highest weight and multiplied by 100. Percentage Favorable: This percentage is based on the favorable responses divided by total responses and multiplied by 100. Net [&hellip;]<\/p>\n","protected":false},"author":26,"featured_media":0,"parent":0,"menu_order":512,"comment_status":"closed","ping_status":"closed","template":"faq_php.php","meta":{"footnotes":""},"categories":[266],"tags":[284],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Create Custom CX Metrics | Sogolytics<\/title>\n<meta name=\"description\" content=\"Beyond standard metrics like NPS, CSAT and CES, measure what matters by defining your own CX priorities to improve customer experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Create Custom CX Metrics | Sogolytics\" \/>\n<meta property=\"og:description\" content=\"Beyond standard metrics like NPS, CSAT and CES, measure what matters by defining your own CX priorities to improve customer experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/\" \/>\n<meta property=\"og:site_name\" content=\"Sogolytics\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-17T08:25:44+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/\",\"url\":\"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/\",\"name\":\"Create Custom CX Metrics | Sogolytics\",\"isPartOf\":{\"@id\":\"https:\/\/www.sogolytics.com\/help\/#website\"},\"datePublished\":\"2020-12-19T10:55:43+00:00\",\"dateModified\":\"2026-04-17T08:25:44+00:00\",\"description\":\"Beyond standard metrics like NPS, CSAT and CES, measure what matters by defining your own CX priorities to improve customer experience.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.sogolytics.com\/help\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Custom Metrics in CX\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.sogolytics.com\/help\/#website\",\"url\":\"https:\/\/www.sogolytics.com\/help\/\",\"name\":\"Sogolytics\",\"description\":\"Sogolytics - Online Survey Tool\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.sogolytics.com\/help\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Create Custom CX Metrics | Sogolytics","description":"Beyond standard metrics like NPS, CSAT and CES, measure what matters by defining your own CX priorities to improve customer experience.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/","og_locale":"en_US","og_type":"article","og_title":"Create Custom CX Metrics | Sogolytics","og_description":"Beyond standard metrics like NPS, CSAT and CES, measure what matters by defining your own CX priorities to improve customer experience.","og_url":"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/","og_site_name":"Sogolytics","article_modified_time":"2026-04-17T08:25:44+00:00","twitter_card":"summary","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/","url":"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/","name":"Create Custom CX Metrics | Sogolytics","isPartOf":{"@id":"https:\/\/www.sogolytics.com\/help\/#website"},"datePublished":"2020-12-19T10:55:43+00:00","dateModified":"2026-04-17T08:25:44+00:00","description":"Beyond standard metrics like NPS, CSAT and CES, measure what matters by defining your own CX priorities to improve customer experience.","breadcrumb":{"@id":"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.sogolytics.com\/help\/how-to-create-custom-cx-metric\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.sogolytics.com\/help\/"},{"@type":"ListItem","position":2,"name":"Custom Metrics in CX"}]},{"@type":"WebSite","@id":"https:\/\/www.sogolytics.com\/help\/#website","url":"https:\/\/www.sogolytics.com\/help\/","name":"Sogolytics","description":"Sogolytics - Online Survey Tool","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.sogolytics.com\/help\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"}]}},"seo_meta_info":{"yoast_noindex":"","rankmath_noindex":"","yoast_title":"Create Custom CX Metrics | Sogolytics","yoast_desc":"Beyond standard metrics like NPS, CSAT and CES, measure what matters by defining your own CX priorities to improve customer experience.","rankmath_title":"Custom Metrics in CX","rankmath_desc":"While customer experience metrics like CSAT, CES, and NPS help you analyze satisfaction, effort, and loyalty, it\u2019s very likely that your organization aspires to even&hellip;"},"_links":{"self":[{"href":"https:\/\/www.sogolytics.com\/help\/wp-json\/wp\/v2\/pages\/52792"}],"collection":[{"href":"https:\/\/www.sogolytics.com\/help\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.sogolytics.com\/help\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/help\/wp-json\/wp\/v2\/users\/26"}],"replies":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/help\/wp-json\/wp\/v2\/comments?post=52792"}],"version-history":[{"count":16,"href":"https:\/\/www.sogolytics.com\/help\/wp-json\/wp\/v2\/pages\/52792\/revisions"}],"predecessor-version":[{"id":66169,"href":"https:\/\/www.sogolytics.com\/help\/wp-json\/wp\/v2\/pages\/52792\/revisions\/66169"}],"wp:attachment":[{"href":"https:\/\/www.sogolytics.com\/help\/wp-json\/wp\/v2\/media?parent=52792"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.sogolytics.com\/help\/wp-json\/wp\/v2\/categories?post=52792"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.sogolytics.com\/help\/wp-json\/wp\/v2\/tags?post=52792"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}