What Do the Scores Mean?
Your smiley responses become a score. Here's how.
Smiley responses get compressed into an index score — one number you can track over time and compare across locations.
Start with Insights Index. It's Ombea's own metric — intuitive, actionable, and covers most use cases. Switch to NPS or CSAT when you need industry benchmarking.
Which index should I use?
| Index | Best for | Range |
|---|---|---|
| Insights Index | General feedback, quick comparisons | 0–100 |
| NPS | Customer loyalty, external benchmarking | -100 to +100 |
| CSAT | Transaction-specific satisfaction | 0–100% |
| CES | Process ease, service interactions | 1–5 |
| PAS | Tracking positive sentiment | 0–100% |
| VPS | Tracking top-box excellence | 0–100% |
| NAS | Minimizing dissatisfaction | 0–100% |
How smiley buttons map to values
 |  |  |  |  |
|---|---|---|---|---|
| Very dissatisfied | Dissatisfied | Neutral | Satisfied | Very satisfied |
Two-button mode uses only and .
Where you choose an index
You set it per smiley block when creating your Stream. The default is Insights Index. NPS blocks use NPS automatically.
Index details
Each button gets a score: =0, =25, =50, =75, =100. The index is the average.
Example: 10 responses → total score 700 → index = 70.
Range: 0–100. Higher is better.
Buttons map to categories: = Detractors, = Passive, = Promoters.
Formula: % Promoters − % Detractors.
Example: 40% Promoters, 30% Detractors → NPS = +10.
Range: -100 to +100. Above 0 is positive.
Percentage of positive responses ( and ).
Example: 50 positive out of 80 → CSAT = 62.5%.
Each button scores 1–5. The index is the average.
Example: Total score 195 across 50 responses → CES = 3.9.
Range: 1–5. Higher = less effort. Not available for two-button smileys.
- PAS (Positive and Above) — % of +
- VPS (Very Positive Score) — % of only
- NAS (Neutral and Above) — % of + +
All range 0–100%.
Only and . NPS and CES aren't available. The other five indices still work. Insights Index: =0, =100.
Once saved with 5 or 2 smileys, it's locked. Need a different setup? Delete the block and create a new one.
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