Match the three survey rating bands before the health review. HubSpot defines CSAT ratings as values from 0 to 2, where 0 is Unhappy, 1 is Neutral, and 2 is Happy, according to HubSpot.
Key takeaways for match three survey rating bands before the health review
Before you read a satisfaction score in an account review, verify the specific scale each tool uses. Different platforms define their rating bands differently, and mixing them up leads to misread health signals.
- HubSpot defines detractors based on specific rating thresholds for each survey type. A contact is a detractor if they submit a Customer satisfaction survey (CSAT) with a rating of 0, a Customer support survey (CES) with a rating of 1–3, or a Customer loyalty survey (NPS) with a rating from 0–6, according to HubSpot.
- HubSpot uses a 1–7 scale for Customer support surveys (CES), where 1–3 is Difficult, 4–5 is Neutral, and 6–7 is Easy, according to HubSpot.
- Qualtrics describes respondents using a 1 to 5 scale for CSAT measurements, according to Qualtrics.
- SurveyMonkey notes that most surveys include a CSAT question asking customers to rate their experience on a five- or seven-point scale, according to SurveyMonkey.
- Retently states that customers can offer a CSAT rating on a 1-5, 1-7, or 1-10 range on a “Very Satisfied-Very Dissatisfied” scale, or use other metrics like stars, according to Retently.
Which rating bands should you match before a health review?
Reading a satisfaction score without knowing the underlying scale leads to misinterpretation. Each tool prints its own distinct rating bands, and these bands do not align across platforms. You must identify the specific scale your survey uses before treating any number as a health signal.
Other tools like Qualtrics, SurveyMonkey, and Retently name their own scales, which differ from HubSpot’s structure. Do not merge these distinct scales into a single ladder.
Before your next account review, verify which tool generated the survey data. Check the exact point range and band labels printed in that specific tool. This prevents you from applying HubSpot’s 0 to 2 definitions to a Qualtrics 1 to 5 result or a SurveyMonkey 7-point response.
See Health score setup: 8 rules for weights and validity, NPS survey configuration: 5 checks before launch, and Verify 8 customer health score items in 4 tools.
Filled reference table of rating scales, one row for each publisher
The table below lists the sourced scale range for each publisher.
| Publisher | Scale Range | Key Band Definitions |
|---|---|---|
| HubSpot | 0–2 | 0 is Unhappy, 1 is Neutral, and 2 is Happy according to HubSpot. |
| Qualtrics | 1 to 5 | Respondents use the following 1 to 5 scale according to Qualtrics. |
| SurveyMonkey | Five- or seven-point | Customers rate their experience on a five- or seven-point scale according to SurveyMonkey. |
| Retently | 1-5, 1-7, or 1-10 | A “Very Satisfied-Very Dissatisfied” scale or other CSAT metrics like stars according to Retently. |
Use this table to verify the specific numbers your survey tool prints before interpreting them as health signals.
HubSpot bands for CSAT, CES, and NPS
HubSpot's survey response properties define three distinct rating scales, each mapped to specific detractor, passive, and promoter bands. You must match the exact scale to the survey type before interpreting the score in a health review.
A contact is considered a detractor when they submit a CSAT with a rating of 0, according to HubSpot. A contact is considered passive when they submit a CSAT with a rating of 1, according to HubSpot. A contact is considered a promoter when they submit a CSAT with a rating of 2, according to HubSpot. Do not rewrite this 0 to 2 scale as a 1 to 5 scale.
For Customer support surveys (CES), the rating is a value from 1–7, where 1–3 is Difficult, 4–5 is Neutral, and 6–7 is Easy, according to HubSpot. A contact is considered a detractor when they submit a CES with a rating of 1–3, according to HubSpot. A contact is considered passive when they submit a CES with a rating of 4–5, according to HubSpot. A contact is considered a promoter when they submit a CES with a rating of 6–7, according to HubSpot.
For Customer loyalty surveys (NPS), the rating is a value from 0–10, according to HubSpot. A contact is considered a detractor when they submit an NPS with a rating from 0–6, according to HubSpot. A contact is considered passive when they submit an NPS with a rating of 7–8, according to HubSpot. A contact is considered a promoter when they submit an NPS with a rating from 9–10, according to HubSpot.
Qualtrics 1 to 5 scale and the 4 and 5 responses
When you open the survey results in Qualtrics, the first thing to verify is the scale respondents actually used. The page titled "What is CSAT and How Do You Measure It? - Qualtrics" states that respondents use the following 1 to 5 scale according to Qualtrics. This specific range is distinct from the 0 to 2 scale found in other tools, so you must not map a Qualtrics "3" to a different tool’s "1" without checking the band definitions.
The calculation method relies on specific responses within that range. To calculate a CSAT score from your survey data, you’ll use the responses of 4 (satisfied) and 5 (very satisfied) according to Qualtrics. This means the score is derived from the top two points of the five-point scale. Responses of 1, 2, or 3 do not contribute to the positive percentage calculation described in this source.
The final output is expressed as a percentage rather than a raw average of the 1 to 5 points. It’s measured through customer feedback and expressed as a percentage (100% would be fantastic – 0% would be terrible) according to Qualtrics.
Before you read the number in your account review, confirm that the survey instrument used the 1 to 5 scale described here. If the survey used a different scale, the percentage calculation will not follow the rule of using only 4 and 5 responses. Write down the specific scale used in your current survey, and apply the percentage from responses of 4 (satisfied) and 5 (very satisfied) only when that survey used the 1 to 5 scale. This ensures you are interpreting the Qualtrics data correctly before moving to the next step of the health review.
SurveyMonkey point scales and Retently's worked example
SurveyMonkey describes the standard structure for measuring overall satisfaction in its guidance on customer satisfaction surveys. Most surveys include a Customer Satisfaction Score (CSAT) question, asking customers to rate their experience on a five- or seven-point scale to gauge overall satisfaction, according to SurveyMonkey. The platform also notes that Likert scale questions measure satisfaction, agreement, and frequency using a 5- or 7-point scale, according to SurveyMonkey. When you build the survey, limit the core survey to three to five questions, use plain global English, and focus each question on a single topic, according to SurveyMonkey.
The calculation method SurveyMonkey outlines depends on identifying the top ratings. To calculate your CSAT, record how many customers selected the top satisfaction ratings (such as 4 or 5 on a 5-point scale), divide that number by total responses, and multiply by 100 to get the percentage of satisfied customers, according to SurveyMonkey. This approach treats the highest points on the specific scale as the indicator of satisfaction.
Retently offers a different set of range options for the same metric. Customers can offer a CSAT rating on a 1-5, 1-7, or 1-10 range on a “Very Satisfied-Very Dissatisfied” scale, or show their satisfaction/dissatisfaction through other CSAT metrics (like stars, for example), according to Retently. The platform also describes a simpler calculation method. A simpler and most common way to calculate CSAT is to just take the number of “Very Satisfied/Satisfied” results, divide it by the number of total respondents, and then multiply it by 100, according to Retently.
Retently provides a specific numerical example to illustrate the average calculation. Here’s an example – let’s say your CSAT survey has 20 respondents, and the sum of all their scores is 80; that means you have an average customer satisfaction score of 4, according to Retently. Do not treat this 20-response example as your own result; it serves only to demonstrate the arithmetic of averaging scores.
Check the specific scale printed on your survey before applying either calculation. If your survey uses a 5-point scale, the top ratings are 4 and 5. If it uses a 7-point scale, you must define which top ratings count as satisfied. If it uses a 10-point scale, the definition of top ratings becomes even more specific. The band you choose determines the numerator in your division.
Illustrative example of reading two scales
A review can show a 2 on a 0 to 2 scale and a 4 on a 1 to 5 scale. Read 2 as the top point on the short scale. Read 4 as one of the top two points on the five-point scale. Do not treat those two scores as the same band. Suppose 10 ratings sum to 40. The average is 4. Suppose 8 of the 10 ratings are 4 or 5. Divide 8 by 10 and multiply by 100. The result is 80. This arithmetic is only a demonstration.
Next step: write the scale your survey actually uses
Before you interpret any number in an account review, record the exact scale your specific survey uses. Do not assume a standard ladder applies across different platforms.
If your tool prints a 0 to 2 scale, keep those specific values rather than converting them to a 1 to 5 format.
Write down the exact scale on the survey you will read in the next health review, then match each point only to the HubSpot band for that same survey type: CSAT 0–2, CES 1–7, or NPS 0–10.
Having the exact scale and band labels written down allows you to discuss the specific data points rather than general impressions. This step supports the goal of matching the rating bands before the health review.
FAQ: rating bands before a health review
What ratings does HubSpot call unhappy, neutral, and happy on CSAT?
On the 0–2 scale, 0 is Unhappy, 1 is Neutral, and 2 is Happy, according to HubSpot. This specific mapping defines the bands for Customer satisfaction surveys. Do not rewrite this 0–2 scale as a 1 to 5 scale when preparing your review notes.
What is the HubSpot CES range?
The rating for Customer support surveys is a value from 1–7, according to HubSpot. In this range, 1–3 is Difficult, 4–5 is Neutral, and 6–7 is Easy. Use these exact bands when interpreting support friction scores in your account health dashboard.
Which Qualtrics responses go into the percentage?
The responses of 4 (satisfied) and 5 (very satisfied) are the values used in the percentage, according to Qualtrics. Ensure your data export isolates the responses of 4 (satisfied) and 5 (very satisfied) before computing the final score.
How many questions does SurveyMonkey say to keep in the core survey?
Limit the core survey to three to five questions, according to SurveyMonkey. This guidance also recommends using plain global English and focusing each question on a single topic. Keep your survey concise to maintain respondent attention during the health review cycle.
Is a 1 to 5 scale the same thing as HubSpot's 0 to 2 CSAT?
No, they are different scales. HubSpot uses a 0–2 scale for CSAT, where 0 is Unhappy and 2 is Happy, according to HubSpot. Qualtrics uses a 1–5 scale, where 4 and 5 are the positive responses, according to Qualtrics. Do not merge these distinct ladders into one universal metric.
Sources
Limits of this post
This post is general operational information, not legal advice about notice periods or renewal clauses. It does not promise that any method keeps a customer. A review model checked the facts once, and that check can miss errors, so open the sources before you act.