To see the results of a Survey Campaign, click Surveys > Active from the Navigation Panel on the left. Click the desired campaign to access the report. You can filter this report to only display results for a particular Account and/or Contact Segment, and you can also adjust the time frame for information that will display in the report.
- View by Date - This filter will narrow the report to only include surveys sent and responses received within the selected time frame, including a custom range or the entire history of the Campaign. For example, if you select "Last 120 days", this will show information about surveys sent in the last 120 days and responses received in the last 120 days. Note that these will not be not perfectly matched pairs of surveys sent and responses received. In other words, the results could include responses to surveys that were sent more than 120 days ago (but the response was in the selected range) and surveys sent within the last 120 days that have not yet been answered.
- View by Recurrence - This filter will only be available for Periodic Campaigns and it allows you to filter to a specific recurrence of surveying. For example, if you have your Campaign set to re-survey every 6 months, then each 6 months that passes will be a recurrence you can isolate. When filtering on recurrence, the report will narrow to only include surveys sent as part of that recurrence and responses received to those specific surveys, even if the response occurred after the end of the recurrence.
The overview section display your calculated Survey metric, information about how many accounts and contacts were surveyed, as well as a breakdown of the response method of your users.
This section gives you a breakdown of your responses, depending on the Survey type:
NPS: Detractors, Passives, and Promoters
CSAT and CES: Distribution of responses across the set available range
It displays, at a high level, when customers responded to your survey and which category they fall into. You can choose to view the data visually either by Number of Responses or by calculated metric
Sent Survey Engagement/Recurrences
Depending on whether your Campaign is Periodic or On Segment Entry + the filters you are using to narrow your results, you will see a "Sent Survey Engagement" section or a "Recurrences" section. These sections provide details about the number of contacts surveyed, how surveys were sent (email or in-app), and if the surveys were engaged (opened, unsubscribed, etc.). The Recurrences section will also include details on Promoters, Passives and Detractors for each recurrence, so trends over time are easy to assess. The metrics in this table are actionable and take you to a Segment of contacts when clicked.
The Contact Details tab houses the specifics around each survey sent and each response received.
You can customize your view to show the most relevant details with the Select Columns and Filter Options, as well as use the Bulk Actions options to take action on your Survey results:
Clicking on the Contact or Account name within the Report will take you to the Surveys tab on the respective Contact or Account Record.
At the top of each Account Profile, there is a Surveys section which gives metrics calculated from the last 12 months of Survey data:
The Account NPS metric is calculated by taking the percentage of Promoters (9-10) and subtracting the percentage of Detractors (0-6). In the case where there are no Promoters or Detractors in the last 12 months, the Account would receive a score of 0.
This tab allows you to see aggregated Survey data for a specific Account or Contact. Use the selector located at the top right of the section to change the type of view -- you can choose to see a specific campaign or view all campaign data from a specific Survey category.
|Remember: The dashboard displayed in this tab is Contact or Account specific. To see Aggregate information for the whole Campaign, view the reports in the Surveys page (mentioned above)|