Use advanced survey reports to visualize and explore collected data with ease. A new report will be generated for each of your surveys, so you’ll be able to see clear aggregated information and calculations, spot trends and highlight key insights based on the type of survey you sent.
You need Can manage Surveys data permission to view these stats and responses.
To see your survey report, head to Proactive Support and search or filter results to find your survey.
Then click on the Survey title to open it. Here, you can see:
Sent - How many customers received the survey.
Responded - How many responses did the survey have.
Clicked - How many customers clicked on a link within the survey (if your survey has links).
Report - Full survey report with a breakdown of results.
Find out what surveys "Sent” means and how it’s calculated.
Use the date range and filters to view results for specific questions or answers, or add filters for “User role is Marketing” or “Company size is greater than 20” if you’d like to see response data for a particular user or company attribute.
These filters will apply to all charts given in the report.
Use the date range for a rolling NPS® Survey when you want to report on your NPS® Score for the month or for the quarter and track changes.
Reports are based on question type
Within each survey’s Responses Report section, you’ll see a report for each of your individual survey questions with a different visualization of the response data depending on the question type. We’ll go through each question type report below.
Multiple choice questions
Multiple choice questions will display as single bar graphs presenting data for:
Single or multi-select - your specified options for a Multiple choice question.
Single or multi-select with “other” - your specified options for a Multiple choice question including an option to select “other”.
Hover over any of the bars to view how many times this option was selected for the date range filtered at the top of the report.
NPS® question
You can see two visualizations of your NPS® response data, including:
NPS® score - your overall NPS® score for the date range filtered at the top of the report.
Promotors, Passives, and Detractors bar graph - showing a trend of your Promoters (green), Passives (yellow), and Detractors (red) over the period of time selected using the date filter at the top of the report.
Hover over a bar to view the number of Promoters, Passives, and Detractors and their percentage of the overall responses collected on that day.
How is NPS® calculated?
Your overall NPS® Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters to get the Net Promoter Score (NPS). This can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).
Promoters are responses between 9-10 - they are loyal customers who will continue to refer others and fuel growth.
Passives are responses between 7-8 - they are satisfied customers but less likely to advocate for your business and refer others.
Detractors are responses between 0-6 - they are unhappy customers who are unlikely to refer others and can impede growth through negative word of mouth.
Numeric rating scale question
Depending on your Numeric rating scale, you can see a bar graph of response data (up to 10). Hover over any of the bars to view how many times this number was selected for the date range filtered at the top of the report.
Star rating scale question
Depending on your Star rating scale, you’ll see a bar graph where 1 represents 1 star, 2 represents 2 stars, etc. (up to 5 stars). Hover over any of the bars to view how many times a Star rating was selected for the date range filtered at the top of the report.
Emoji rating scale question
View a bar graph displaying the number of responses for each emoji reaction you offered in your survey. Hover over any of the bars to view how many times an Emoji rating was selected for the date range filtered at the top of the report.
Dropdown / List question
View a bar graph displaying the responses for each answer option you offered in your survey (from most popular to least popular response). Hover over any of the bars to view how many times an answer option was selected for the date range filtered at the top of the report.
Short / Long text entry question
Any survey questions allowing a Short or Long text entry from customers, will display the responses in a table alongside the customer’s name and the date they submitted their response.
"Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld."
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