Satisfaction Level Indicator (SLI)
SLI is Qmeter’s single-number customer-experience score. It measures your current satisfaction against the best possible result — so every piece of feedback, from every channel, rolls up into one percentage you can track, benchmark across branches, and act on.
Built into every Qmeter plan — measured automatically from your feedback.
One question. Five levels. One score.
Ask a single rated question after any interaction. Each answer maps to a weight from +10 to −10 — good experiences add value, bad ones subtract it.
How the SLI formula works
SLI compares what you actually scored against the best you could have scored. Here is a worked example from 250 collected responses.
Best case
If every one of the 250 responses were Excellent (+10):
Current case
Actual mix — Excellent 181, Good 26, Neutral 4, Bad 27, Unacceptable 12:
Your SLI
Current × 100 ÷ Best case:
Want the full method, thresholds and history? Read the complete SLI guide.
SLI vs CSAT: what’s the difference?
CSAT (Customer Satisfaction Score) is the industry-standard “how satisfied were you?” metric. SLI is Qmeter’s comparative score. They answer related but different questions.
Neither is “wrong”. CSAT is simpler and universally recognised; SLI is more sensitive to service failures and more comparable across a network. That is why Qmeter measures — and reports — both.
Why we recommend leading with SLI
One score, built for operators who need to see — and compare — service quality across many locations.
One number for the whole operation
Every channel and touchpoint rolls into a single score, so leadership sees service health at a glance — not ten disconnected metrics.
It prices in bad experiences
Negative weights mean a run of Bad and Unacceptable ratings drags SLI down fast. A plain 0–100 average can hide the same damage.
Comparable across branches and time
Because SLI benchmarks against your best possible case, a branch in Baku and a branch in Dubai are measured on exactly the same yardstick.
Clear thresholds for action
Positive is healthy, 0 is a warning, negative is urgent. The number tells you not just how you are doing, but when to act.
One Unacceptable experience costs your score ten points — the exact mirror of what it does to the customer relationship. Measuring severity, not just an average, is how you catch the damage while the customer can still be saved.
how SLI weights failureSLI is the default — not the only option.
Prefer to report on CSAT, NPS or CES? Qmeter measures those from the same feedback, so you can lead with SLI and still show the metric your board expects — or track several side by side. Compare them in our NPS vs CSAT vs CES guide, or see how the scores appear in Analytics & AI reports.
SLI — frequently asked questions
SLI = (Current case × 100) / Best case. Every feedback answer is mapped to a score — Excellent +10, Good +5, Neutral 0, Bad −5, Unacceptable −10. The sum of your actual scores is the current case; the total you would have scored if every answer were Excellent is the best case. Scaled to 100, the ratio is your SLI.
Put one clear CX score on every screen
Start measuring SLI across every branch and channel — live in a day, no credit card.