Success Center


Custom Index

What is a custom index?

In Netigate you can currently choose between the Employee Satisfaction Index (ESI) and the Customer Satisfaction Index (CSI). The index is a number between 0 and 100 that has a certain formula attached to it.

The formula is as follows:

((((a+b+c)/X)-Z)/Y)*100 = ESI/CSI

a+b+c : represent the questions. Minimum is two, maximum is unlimited
X : the number of questions selected for the index
Y : the scale for the answer – 1  (Example: If the answer scale is 5 stars, Y = 5-1=4)
Z : the lowest value in the question scale

How do I add a custom index?

To add a custom index to your report, add a new dash by clicking the little plus sign in-between report dashes. A window will pop up, where you can choose between Metrics and Question. Please choose Metrics from the tabs. In the following window, you will be able to choose from different options. Please choose Custom Indexes and click Add to continue. You will now see the Index setup screen. Choose the index you want to add from the drop-down menu.

custom index

Now you need to choose the questions that you want to include in your metric. For that, click in the Select questions for your index box. Choose the questions that you want to include from the drop-down list.

Beware that you can only choose questions that are weighted. If you want to include questions that are not yet weighted, you can change their settings retrospectively. Also, you can only include questions that have the same scale. Keep this in mind when creating your index. Once you have selected the first question, all questions with a different scale will be greyed out and you will be unable to select them.

You can also change the name of the index and/or add a description if you prefer to use a name that is more descriptive to the people who look at the report. That might be especially useful when you want to share the report with others. When you are done with all the settings you want to include, click Save.

Your index will now be visible in a new dash in your report.

custom index dash