Custom Metrics

Learn when you might need a custom metric and how to set one up

Written by Mikhail Dubov
July 30, 2025

What are Custom Metrics for?

Many businesses have their own proprietary formulas for metrics they prefer to use on top of or instead of standard Voice of the Customer metrics such as Net Promoter Score or Customer Satisfaction score. Here are some examples we have seen over the years:

• Custom NPS or CSAT formulas. This can be useful if the survey is collected in a non-standard way (for example, with a different rating scale) or where a metric needs to be weighed

• Weighted Volume: The volume of responses for a particular set of filters vs. total. This can be useful to prioritize specific datasets (e.g., CEO calls or VIP Customer Survey) or customer segments or to mimic internal adopted metrics.

• Customer Effort Score. While typically, this is no different from our standard Average Score metric, in some cases, organizations want to measure it differently.

• Non-score metrics. Metrics that use secondary attributes rather than the main response scores, including secondary scores or attributes such as revenue or price.

The functionality is very flexible and can use both scores as well as response attributes. The Chattermill team can help you translate your formula to our format and validate the metric performance.

How do you set up a Custom Metric?

Reach out to our Support team at support@chattermill.com (or via in-app chat) mentioning:

• Project (or projects) where the metric should be set up
• Metric Name
• Description: Helpful text to help project users understand what the metric is for.
• Formula (actual math formula or just a description)
• Format (number or percentage, number of decimals)

Any limitations?

Yes, there are some though we find them very rarely to apply in practice:

• Custom Metric formulas still need to work off of response records, so they cannot use outside data unless it is on a response

• Custom Metric formulas are constant, so they cannot use different weights for different time periods and cannot be updated constantly (once or twice is fine).