Table of Contents
Flagged Responses _________________________________________________________________________________
Note: Data older than 24 months will not be available on the UI and will be a custom request.
Overview
Analyzing survey and Net Promoter Score (NPS) results provides a clear pulse on candidate and client experiences. With insights organized into four distinct data stories, you can uncover meaningful patterns and trends to drive actionable improvements.
Candidate and Client NPS
The Candidate NPS and Client NPS dashboards are identical in structure but display different data, respectively. Both are designed to showcase key aggregate metrics, detailed visualizations, and actionable tables, enabling you to analyze responses effectively.
Aggregate Metrics (Tiles)
For each dashboard, you will see:
- NPS Score: The overall Net Promoter Score.
- Promoters: Count of respondents who rated 9 or 10.
- Passives: Count of respondents who rated 7 or 8.
- Detractors: Count of respondents who rated 0 to 6.
Time filter
The time filter allows you to narrow down your data by selecting a specific time range. You can choose from various preset time frames or use the Custom Time option to select specific dates from the calendar.
Filters
Filters empower you to narrow down the data to focus on specific segments. You can filter the data based on the below parameters:
- Business Goal: Select the business goal.
- Category: Select a category.
- Target Entity: Select a target entity.
- Lifecycle Stage: Select the lifecycle stage.
- Journey Status: Select the status of the Journey.
By applying these filters, you can refine your analysis to discover patterns tied to specific groups or time periods.
Interactive Charts and Controls
The interactive charts offer a dynamic view of how the NPS score, percentage of promoters, passives, and detractors evolve over time.
You can click on a chart to explore more data and also add the following filters to make the chart more detailed:
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NPS vs Time: Displays the NPS against time.
- Entity Filters in Charts: You can add entities to compare with the NPS and customize the chart view further. Here is how you can do it:
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- Click the
icon on the chart.
- Select the entity you want to compare with NPS. You can select multiple entities and view up to 10 items at a time. If you add more, the oldest/ first item will be replaced.
- Click Done.
- You can further Edit the fields by clicking the edit icon adjacent to the entity.
- Click the
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- Time Filter in Charts: Switch between daily, weekly, monthly, and quarterly based on the time filter selected within the chart.
Candidate and Client Responses Data Table
The data table for Candidate and Client responses is identical but displays respective individual responses with the following columns:
- Candidate/ Client Name: Name of the candidate or client.
- Email: Displays the email of the candidate/ client.
- Phone Number: Displays the phone number of the candidate/ client.
- Previous NPS: NPS from the previous survey.
- Current NPS: Most recent NPS.
- Previous NPS Time: Displays the previous NPS time.
- Current NPS Time: Displays the current NPS time.
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Change: Indicates whether the NPS increased, decreased, or stayed the same.
- Increased: Current NPS > Previous NPS
- Decreased: Current NPS < Previous NPS
- No Change: Current NPS = Previous NPS
- N/A: No previous NPS available.
You can add one or more entity variables as columns. Follow these steps to add entity variables to your view:
- Click the Edit table columns
icon and then click Entity Variable.
- Select the variables you want to add as columns. You can select multiple variables at once.
- Click Save to apply your changes.
When you click on a candidate’s/ client’s name, you are redirected to the People page, from where you can view details about the candidate.
Candidate data table:
Client data table:
All Surveys
The All Surveys tab is designed to compare survey conversion rates across multiple survey touchpoints. It tracks aggregated metrics such as surveys sent, started, and completed and allows you to drill into detailed survey responses for deeper insights.
Aggregate Metrics (Tiles)
- Surveys sent: This displays the total number of surveys sent and indicates whether the percentages increased or decreased.
- Survey Started: This displays the total number of surveys started and indicates the start rate in percentage.
- Survey Completed: Displays the number of surveys completed and its completion rate in percentage.
- Completion Time: Displays the average time taken to complete the survey.
Interactive Charts and Controls
The interactive charts display the Survey Responses Over Time, such as survey sent, completed, started, and average time taken to complete the survey. You can click on a chart to explore more data and also add the following filters to make the chart more detailed:
- Survey Responses Over Time: You can switch between time intervals based on daily, weekly, monthly, or quarterly (default) data.
- All drop-down: You can switch between viewing all surveys or email or SMS surveys.
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Download Chart: You can download the chart in JPEG, PNG, or PDF format from the three-dot menu.
All Surveys Data Table
The Survey Comparison table lists all touchpoints along with detailed metrics:
Default Columns
- Survey Name: Name of the touchpoint.
- Survey Sent: Number of surveys sent.
- Survey Started: Number of surveys started.
- Survey Completion Rate: Percentage of completed surveys.
- Survey Average Completion Time: Time taken to complete surveys.
- Survey Reminders Sent: Count of the reminder messages sent.
Customizable Columns
You can add additional metrics to your view:
- Journey Name: Name of the journey.
- Channel: Select your preferred channel—Email or SMS.
- Surveys Completed: Number of completed surveys.
- Surveys Started: Number of surveys started.
Filters for Specific Insights
You can filter the data based on the below parameters:
- Search Journey Name
- Select Category
- Select Business Goal
- Select Lifecycle Stage
- Select Journey Status
Drilling into Survey Touchpoints
You can click on any survey touchpoint to access a deeper analysis of that specific survey. When you click on the touchpoint, you will see three tabs:
1. Conversion Summary
This tab provides a comprehensive breakdown of the survey's conversion metrics, along with filters tailored to the selected touchpoint.
- Surveys Sent
- Surveys Started
- Surveys Partially Completed
- Surveys Completed
The interactive charts display the Survey Responses Over Time, such as survey sent, completed, started, and average time taken to complete the survey. You can also add entity variables as columns. Clicking on the Recipient's name will take you to the People page, where you can view their details.
All filters and entities are locked by default. You can use the Questions and Responses filter to refine the details further, allowing you to focus on specific survey questions and analyze their corresponding data more effectively.
2. Response Insights
This tab provides insights into responses at a Question level through vertical bars. You can filter the data using the Time filter. The three-dot menu lets you download the responses in PNG, JPEG, PDF, or SVG formats.
You can use the Questions and Responses filter to refine your data more effectively.
The arrow beside the number of responses will direct you to the All Responses tab.
3. All Responses
The All Responses tab displays all individual survey responses. You can search for responses by respondent name. For multiple-choice questions (MCQs), all options will be shown, with the correct answer(s) highlighted. For rating questions, the assigned score will be displayed, and for open-ended questions, the full response will be shown.
Here is an example of how a simple yes or no response looks:
Flagged Responses
The Flagged Responses page helps monitor responses and displays flagged keywords or ratings. These responses are the exact flagged keyword or rating, along with a flag icon and the reason for flagging. Clicking on the Recipient's name will take you to the People page, where you can view their details.
You can refer to this guide to learn more about flagged responses.