The Surveys tab allows you to respond to survey submissions. Use the top line filters, or click on the Average Rating or bars in the chart to apply secondary filters.
Identifying information is necessary for responses. Examples include simple survey templates, Email and Name questions in a custom survey (can be hidden from view), or other custom configuration.
The Surveys tab displays results from first-party surveys sent by your company.
The top line filters below the Menu Bar affect the data shown on the tab. Secondary filters apply when clicking on interactive chart data.
The tab displays all results from all surveys that have been active during the date range selected. To filter results by survey, use the Survey Results 3.0 tab.
The Average Rating section contains three main parts. Clicking on any of the links in the Average Rating section filters the graph and the list of results.
- Star Rating – The average of all star ratings for the selected filters (total divided by number of items in the selection). Rating scale is 1-5 up to one decimal point. Only surveys with a star rating question are included in this metric.
- Sentiment – The percentage of Positive (>=4), Neutral (3), or Negative (<=2) reviews.
- Completed Surveys – The number and percentage of surveys that your company has responded to or left unresponded.
The Charts section contains up to three charts. Clicking on any of the bars in the charts section filters the graph and the list of reviews.
Ratings over Time
View average rating over the selected time period. Only surveys with a star rating question are included in this metric.
View total surveys broken down by responded and unresponded over the selected time period.
NPS over Time
View the NPS score over the selected time period. Only surveys with an NPS question are included in this metric.
The Surveys section displays all submissions for the selected filters or chart selections. Submissions are shown in near real-time. By default, all submissions are shown and sorted by Newest First. Each review contain the following components:
|The review source (Survey).|
|Location (123xxx)||Location name and code with which the survey is associated.|
|The reviewer/respondent (name and email address).|
|Response status (if available). Status options include: Read, Flagged, Responded, Forwarded, Shared. Change a response status by submitting a response (auto) or by manually choosing a status from the ellipses of the review.|
|The respondent's chosen NPS rating. NPS rating is applicable only if the survey includes an NPS question.|
|The respondent's chosen star rating followed by the date the review was submitted. Star rating is applicable only if the survey includes a rating question.|
|The respondent's comments. Comments are applicable only if the survey includes a comments question.|
|Survey Questions||Other questions and answers from the survey.|
|Categories that describe the review comments. Categories are automatically applied by the platform's data science engine. The Operations tab uses categories to help provide further insight into your survey results.|
|Survey response (if responded to), review response window (if not responded to). Responses are emailed directly to the survey recipient. Learn more about responding to surveys.|
Responding from the Platform
Unless you’re publishing your response to a third-party site or onto your website (custom request), surveys responses are sent directly to the respondent via email.
To respond to a survey:
- Click inside the Review window.
The survey area expands with options for Introduction and Signature. These options include starting and closing text using pre-defined templates that help differentiate your responses and allow you to respond more efficiently. Hover over the macro name to see a preview of the text.
The available templates are managed from the Macros tab in your Admin settings.
- Choose one ore more of the response options, or enter your response directly into the review area. You can edit auto-generated responses before sending.
- Click Respond.
The response is emailed to the survey respondent. The submission status changes to “Responded.”