The CX (NPS, CSAT, CES, etc) Score by Month report helps you understand how your customer experience score evolves over time, broken down by month. This report is available in the Reports category and provides a clear historical view of your key CX metrics.
What is the CX Score by Month report?
This report shows your customer experience score by month for each metric that you're tracking with Retently. If you track multiple metrics in Retently, you will see a separate report for each metric.
How to access the report
Click on the Reports category in the sidebar and select the the monhtly report for the metric that you're interested in.
By default, all campaigns with that metric will be considered when generating the score by month. But you can use the campaign filter at the top to filter the report based on the results of a specific campaign.
Main chart: score by month
The main widget displays your score by month for the past 12 months. Each column represents one month and shows the calculated score for that period.
You can switch between two views.
Cumulative view
In the Cumulative view, the score is calculated from the beginning of data collection up to the last day of the selected month.
Key characteristics:
The score accumulates month by month.
Trends appear smoother and more stable.
Only significant drops or spikes stand out clearly.
Useful for tracking long-term performance and overall direction.
Month-only view
In the Month-only view, the score is calculated using only responses received within that specific month, from the first to the last day.
Key characteristics:
Scores can vary more noticeably from month to month.
Reflects short-term changes or seasonal effects.
Less representative of your overall CX performance.
Useful for identifying monthly fluctuations or isolated issues.
Detailed table breakdown
Below the chart, you will find a table that mirrors the monthly data in a more detailed format.
The table includes:
Monthly score values
Number of promoters, passives, and detractors
Total number of responses included in the score
A comparison indicator showing whether the score increased or decreased compared to the previous month
If any responses were ignored for a given month, they are excluded from the score calculation. This is why the table clearly shows how many responses are participating (considered) in each monthly score.
Exporting the report
You can export the report's data in multiple formats:
CSV file
Image
PDF
This makes it easy to share the report with stakeholders or include it in presentations and internal analyses.