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12.5. Survey Reporting

Survey Trends Reports

Dedicated survey reporting is available at Reports > Customer Surveys > Survey Trends. This report provides a comprehensive view of survey performance over time, accessible to any staff member with the Reports permission.

 

Summary Cards

At the top of the report, summary cards display key metrics for the selected survey and date range:

1. Overall Score — The aggregate score. For CSAT, this is the average score. For 0–10 scale, this is the loyalty score (% Promoters − % Detractors). For Thumbs, this is the satisfaction percentage. More info on how these scores are calculated.
2. Total Responses — The number of survey responses received in the selected period.
3. Bucket Breakdown — A card for each score bucket showing the count and percentage of responses in that category.

Chart and Data Views

The report displays data in three tabs:

1. Graph — A chart showing survey scores over time. The chart type adapts to the scoring type:
2. Data — A tabular view of the same data, alongside a summary statistics panel. Data can be exported to Excel using the Export button.
3. Save + Email — Save a report configuration for future use and email it on a schedule.