View Overall Survey Reports for NPS, CSAT, and CES

You can access an overall survey report for each survey type (NPS, CSAT, or CES) to see a complete summary of results across all your campaigns. These reports give you a high-level view of performance trends and customer feedback. An Overall Report is only available if you have at least one active or past campaign for that survey type.

Overall reports can be accessed from the top right of the Surveys page (next to the Create button).

 

Filters

• View by Date: This filter narrows the report to include only 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 perfectly matched pairs of surveys sent and responses received. In other words, the results could include responses to surveys sent more than 120 days ago (if the response falls within 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. 

Overview

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.

 

Campaign Details

The Campaign Details section lists the Survey campaigns included in the Overall Report, including the campaign score, the total number of Surveys sent, the number of responses received, and the campaign status.

Contact Details

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.