Feedback Reports

Surveys Sent

The Surveys Sent report shows the total number of feedback surveys you’ve sent compared to the total number of surveys you’ve received a response to. You can also see the total number of surveys sent to date for the current month and for the last 12 months.Dashboard_SurveysSent.png

By default the report shows the number of surveys sent and responded to for the last 12 months grouped by month for all locations. To change the locations and dates that are displayed, see “The Dashboard.”

Feedback Scores / Customer Satisfaction

The Feedback Scores report shows your average Net Promoter Score® for each month. To learn how the feedback score is calculated, read “Send Feedback Invitation.” The report also shows your feedback score for the current month to date as well as for the past 12 months.Dashboard_FeedbackScores.png

By default the report shows the feedback score for the last 12 months grouped by month for all locations. To change the locations and dates that are displayed, see “The Dashboard.”

Total Responses

The Total Responses report shows all feedback survey responses segmented by promoters, passives, and detractors. To learn more about these groupings, read “Send Feedback Invitation.” You can also see the total number of feedback responses to date for the current month as well as for the past 12 months.Dashboard_TotalResponses.png

By default the report shows the total feedback responses for the last 12 months grouped by month for all locations. To change the locations and dates that are displayed, see “The Dashboard.”

Customer Response Time

The Customer Response Time report shows the median amount of time—in minutes—it takes for a customer to respond to a feedback survey. The timer starts the moment the feedback survey is sent to a customer. (The median time is used instead of an average to prevent the impact that an outlier might have on your data.)Dashboard_ResponseTime.png

By default the report shows the median response time for the last 12 months grouped by month for all locations. To change the locations and dates that are displayed, see “The Dashboard.”