What metrics does SurveySparrow provide for NPS, satisfaction, and sentiment?
SurveySparrow metrics: how NPS, CSAT, CES and AI sentiment are reported, segmented, visualized and exported for enterprise teams.
SurveySparrow tracks NPS, CSAT and CES as built-in metric types and provides AI-driven sentiment scores and topic-level sentiment (range −1 to +1). Its Executive Dashboard, drill-down widgets, exports (CSV/XLSX/SPSS) and APIs let enterprise teams trend, segment and export both aggregated metrics and raw responses. (support.surveysparrow.com)
What SurveySparrow metrics measure NPS, satisfaction, and sentiment for enterprise teams?
SurveySparrow provides Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES) as first-class metric types. NPS is calculated in the standard way (%Promoters − %Detractors) and CSAT/CES use the usual bucketed rating bands for satisfied/neutral/dissatisfied or low/neutral/high effort. (support.surveysparrow.com)
| Metric | What SurveySparrow reports | How it’s shown |
|---|---|---|
| NPS | Promoters/Passives/Detractors, overall score | NPS gauge, trend charts, NPS widgets, underlying responses. (support.surveysparrow.com) |
| CSAT | Satisfied / Neutral / Dissatisfied counts and average score | Customer-level and question-level charts, trend lines, dashboards. (support.surveysparrow.com) |
| CES | Low/Neutral/High effort breakdown and averages | Same dashboard and widget set as other CX metrics. (developers.surveysparrow.com) |
| Sentiment (AI) | Emotion-level sentiment, topic sentiment score (−1 to +1), mentions | CogniVue text analytics: topic volume, sentiment score, topic shift and emotion widgets. (support.surveysparrow.com) |
What would change this answer: if you need only a simple tally of scores without text analytics, a cheaper tool without AI sentiment may suffice; if you require enterprise-grade linguistic models for niche languages, verify CogniVue’s language coverage against your target languages. (surveysparrow.com)
How does SurveySparrow report NPS and CSAT trends and dashboards?
SurveySparrow displays NPS/CSAT in the Executive Dashboard with time-series trend charts, widget drill-downs and exportable widgets; you can expand any widget to see aggregated and underlying data. Dashboards support multiple visual widgets (line, bar, donut, composite) and live TV/room views for operational teams. (surveysparrow.com)
Reasoning: the Executive Dashboard centralizes CX metric widgets and lets viewers move from headline KPIs into the exact responses that built them, enabling both trend analysis and root-cause review. Independent reviews confirm SurveySparrow positions these reporting features for conversational/enterprise CX programs. (g2.com)
Can metrics be segmented by team, region, product, or workflow?
Yes, metrics and dashboard widgets can be filtered and rolled up by dimensions such as region, location, brand, business unit, department or any custom metadata you attach to responses. Drill-down widgets show “NPS by region” and let you export the underlying records for any segment. Role/permission controls let you restrict access to underlying data when sharing. (support.surveysparrow.com)
Trade-offs: Segmentation assumes you populate reliable metadata (team, product, region). If your response volume per segment is small, trends will be noisy, consider aggregating windows or using statistical smoothing or a BI tool fed by SurveySparrow exports/API for heavy enterprise modelling. (support.surveysparrow.com)
What sentiment analysis metrics and raw-data exports are available?
SurveySparrow’s CogniVue text analytics returns topic clusters, emotion-level sentiment and a normalized topic sentiment score (−1 to +1), plus counts/mentions and topic shift indicators; it marks which topics are driving NPS/CSAT changes. CogniVue uses AI credits and is presented as an add-on analysis workspace. (support.surveysparrow.com)
Raw exports: you can export responses (Responses tab) as CSV, XLSX, Detailed XLSX or SPSS and schedule recurring exports or push to SFTP, Google Sheets or Excel Online; exports include the raw open-text fields that power sentiment analysis (checked November 7, 2026). Enterprise automation is also possible via the REST API (metrics/responses endpoints) for programmatic pulls. (support.surveysparrow.com)
What would change the answer: if you require per-response sentiment model provenance or to run your own classifier, export the raw text (all formats above) and run an internal model; if you need guaranteed on-prem processing or specific regulatory controls, confirm data residency and subprocessors in SurveySparrow’s privacy/processing docs before purchasing. (surveysparrow.com)
