Metric Tile Widget

The Metric Tile widget displays a key customer experience metric as a numerical value on your dashboard. It helps you monitor important performance indicators and evaluate results for the selected survey or segments.

You can display Count, Average, NPS, CSAT, CES, or a supported Custom Metric, depending on the selected data source. The widget also supports comparison settings to help you interpret metric performance.

1. Open your Customer Experience dashboard.
2. Click Add Widget.
3. Select Metric Tile.
4. Choose a data source: Survey or Segments.
5. Select the metric you want to display.
6. If you selected Survey, choose the required survey and metric question where applicable.
7. Configure the date range and widget-level filters.
8. Open the Settings tab to configure comparison options.
9. Save the widget.

The Metric Tile supports the following data sources:

• Survey: Uses responses from one selected survey.
• Segments: Uses data from one or more selected segments.

The available metrics and configuration options depend on the selected data source.

When you select Survey, choose one survey and then select the metric you want to display.

Supported metrics are:

• Count
• Average
• NPS
• CSAT
• CES
• Custom Metric

For metrics that require a question, select a qualifying question from the chosen survey. Average and Custom Metric are available for a single survey source.

You can refine the displayed results using the date range and widget-level filters.

When you select Segments, there is no survey picker. Select one or more segments whose metric values you want to display.

Supported metrics are:

• Count
• NPS
• CSAT
• CES

Average and Custom Metric are not available with the Segments source. For supported metrics, the value is calculated using the responses in the selected segment or segments. A separate metric question is not required.

• Count: Displays the count of responses matching the selected data and filters.
• Average: Displays the average value for the selected survey question.
• NPS: Displays the Net Promoter Score calculated from the selected NPS data.
• CSAT: Displays the Customer Satisfaction score calculated from the selected CSAT data.
• CES: Displays the Customer Effort Score calculated from the selected CES data.
• Custom Metric: Displays a supported custom metric using its configured calculation.

Average and Custom Metric are supported only when the data source is a single survey. Count, NPS, CSAT, and CES are also available with the Segments source.

For a Survey source, selecting a metric question depends on the chosen metric:

• Count: A metric question is not required.
• Average: Select the survey question whose average value you want to display.
• NPS: Select an NPS question or a question with the custom score type NPS.
• CSAT: Select a CSAT question or a question with the custom score type CSAT.
• CES: Select a CES question. Custom score types are not supported for CES.
• Custom Metric: Select a supported custom metric.

For a Segments source, a separate metric question is not required for the supported metrics because values are calculated from responses in the selected segments.

By default, the Metric Tile uses the dashboard date range.

To set a separate date range for the widget, enable Use widget date filter and choose one of these options:

• Last 7 days
• Last 30 days
• Last 90 days
• Last 365 days
• Custom date range

The default widget-specific date range is Last 30 days.

You can add up to 10 widget-level filter conditions. All conditions are applied together using an AND relationship.

Available filters depend on the selected data source and may include:

• Segment: Select one segment.
• Question: Select a question from the widget's survey, then choose the required answer options.
• Custom variable: Select Variable 1–100, then choose the required values.
• Survey: Available for widgets using the Segments source; select one or more surveys.

The widget date range is configured separately in the Configuration tab and does not count toward the 10-filter limit.

Dashboard filters apply to every widget on the dashboard. Widget-level filters can narrow the selected data, but they cannot expand it beyond the dashboard filter selection.

Dashboard filters can include:

• Date range
• Segments
• Custom variables
• Question responses
• Response status

You can configure up to 10 dashboard filters in addition to the date range. All applicable filters are applied together. When dashboard and widget filters affect the same data, only records that match both sets of conditions are included.

When Use widget date filter is enabled, the Metric Tile uses only the period shared by the dashboard date range and the widget date range.

If the date ranges do not overlap, the widget displays no data.

If the dashboard and widget filters produce no matching records, the Metric Tile displays an empty data state because no responses satisfy all applied conditions.

The Settings tab provides comparison options for the Metric Tile.

Use the available comparison settings to evaluate the displayed metric against the supported comparison data. The exact options depend on the functionality provided in the widget.

Comparison settings help you interpret the displayed metric by providing a way to compare results using the available widget options.

Use comparisons when you want to understand how a key metric performs in relation to the supported comparison values or periods.

• Count: Calculated from the responses that match the selected data source and applicable filters.
• Average: Calculated as the average value of the selected survey question.
• NPS: Calculated using the selected NPS metric question or the relevant responses from the selected segments.
• CSAT: Calculated using the selected CSAT metric question or the relevant responses from the selected segments.
• CES: Calculated using the selected CES question and its configured scale, or the relevant responses from the selected segments.
• Custom Metric: Calculated using the definition configured for the selected custom metric.

The displayed value reflects the data remaining after the applicable dashboard filters, widget filters, and date range have been applied.

A Metric Tile emphasizes a numerical value, making it useful for highlighting a key performance indicator on a dashboard. It also supports comparison settings.

A Gauge Chart presents a metric in a gauge-style visualization and supports gauge ranges and benchmarks. Choose the widget that best communicates the performance information you want to highlight.

• Choose a metric that directly supports your analysis objective.
• Use Count to monitor response volume and score-based metrics to monitor customer experience performance.
• Select the correct survey question when the chosen metric requires one.
• Use comparison settings when you need to interpret metric performance against supported comparison data.
• Apply dashboard filters consistently across widgets.
• Use widget-level filters to focus on a specific survey, segment, or customer group where supported.
• Select a date range that matches the reporting period you want to analyze.
• Keep each tile focused on a key metric so dashboard results are easy to scan.

Can I use Average with the Segments source?

No. Average is available only when using a single survey source.

Can I use Custom Metric with the Segments source?

No. Custom Metric is available only when using a single survey source.

Can I select multiple surveys with the Survey source?

No. The Survey source allows you to select one survey.

Do I need to select a metric question when using Segments?

No. For the supported metrics, the value is calculated from responses in the selected segment or segments.

Can I apply widget-level filters?

Yes. You can configure up to 10 widget-level filter conditions, and all conditions are applied together.

What happens if the dashboard and widget date ranges do not overlap?

The widget displays no data when the date ranges have no overlap.

Can I configure comparisons?

Yes. Comparison options are available in the Settings tab.