Tracking Customer Satisfaction Scores in Adobe Analytics: Two Methods for Calculating Average Scores

Many companies are eager to track customer satisfaction in a holistic way, often using survey scores to measure their performance. These survey scores can be any number between 0 and 10. The business question is: What is the best way to capture and calculate the average score using Adobe Analytics?

Unfortunately, Adobe Analytics doesn’t have a predefined formula for this, but there are ways to tackle this problem. I’ve developed two methods to help you solve this challenge effectively.

Method 1: Using eVars and Events for Calculation

Step 1: Create an eVar to Capture the Score

To begin, create an eVar with the following settings to capture the survey score.

Step 2: Create an Event to Track the Score

Next, set up an event to track the survey score when it occurs. This event will help record when a survey score is captured.

Step 3: Create a Calculated Metric

After setting up the eVar and event, you can create a calculated metric to calculate the average score based on the captured data.

Final Report:

Once the setup is complete, you will have a report that shows the calculated average score for customer satisfaction.

Method 2: Using Counter Events and Numeric Events

Step 1: Capture the Score with an eVar

As in Method 1, the first step is to create an eVar that will capture the survey score.

Step 2: Set up a Counter Event

Use a counter event to track each score entry as it happens.

Step 3: Use a Numeric Event to Capture the Score in a Numeric Format

Set up a numeric event to record the survey score in a numeric format for further calculations.

Step 4: Create a Calculated Metric for Average Calculation

Now, create a calculated metric using the settings shown below to calculate the average score.

Final Report:

Finally, after the setup, you’ll have a report that shows the calculated average score based on the survey data captured.

Conclusion

Both methods above can help you effectively capture survey scores and calculate their averages in Adobe Analytics. Depending on your setup and requirements, either of these methods will work to provide insights into customer satisfaction.

If you have any questions or doubts, feel free to leave a comment below. I’ll be happy to assist you!