Each survey type has an Overall Survey Report that provides a comprehensive overview of the results for all campaigns for that type of Survey. Overall Reports are available for NPS, CSAT and CES. Each Overall Report will only appear if you have campaigns for that particular Survey type.
Overall Reports can be accessed on the Active Surveys page under the Create New Survey button.
- View by Date - This filter will narrow the report to only include surveys sent and responses received within the selected time frame. For example, if you select "Last 120 days", this will include 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.
- Filter by Survey(s) - This filter allows you to select specific Survey Campaigns to view on the report. The report automatically defaults to show all campaigns, but this can be narrowed here.
The Overview section of the Overall Report displays your calculated Overall Score, information about how many accounts and contacts were surveyed, as well as a breakdown of the response method of your users.
The Overall Score is based on responses from all campaigns within that Survey type or if you are filtering by specific campaigns, it will be based on those campaigns only.
The Campaign Details section lists the Survey campaigns included in the Overall Report, including the score from the campaign, total number of Surveys sent, number of responses received and the status of the campaign.
The Contact Details section 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.