Table of Contents

Candidate and Client NPS 

All Surveys

Flagged Responses

All Responses

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Note: Data older than 24 months will not be available on the UI and will be a custom request. This dashboard only contains the data that was created through Journeys and not Surveys 2.0 (Workflows)

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. 
         Note: The NPS score is rounded off to the nearest value.
• 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.

Channel Engagement Section

The Channel Engagement section provides a comprehensive overview of user interactions with survey messages across various communication channels.

This applies to both Candidate NPS and Client NPS. The only difference is the recipient type—candidates or clients.

This section displays various metrics and their corresponding rates for each stage, helping users assess overall performance.

• Sent: Total number of messages (email or SMS) that the system attempted to send.
• Delivered: Number of messages successfully delivered to the recipient’s inbox or phone.
• Delivery Rate: Percentage of sent messages that were delivered.
• Opened (Only Emails): Number of email messages that were opened by recipients. This metric is not applicable to SMS.
• Open Rate: Percentage of delivered emails that were opened.
• Skipped: Number of messages that were intentionally not sent due to logic, suppression rules, or prior conditions.
• Bounced: Number of messages that failed to reach recipients due to invalid contact details or server errors.
• Bounce Rate: Percentage of sent messages that bounced.
• Responded: Number of recipients who completed the survey or answered the NPS question.
• Response Rate: Percentage of delivered messages that received a response.
• Unsubscribed: Count of unique recipients who opted out of future messages.
• Unsubscribe Rate: Percentage of delivered messages that resulted in an unsubscribe action.
• Spam (Only Emails): Number of emails that recipients marked as spam. This does not apply to SMS.
• Spam Rate: Percentage of delivered emails marked as spam.

For metrics such as Candidate NPS or Client NPS, the funnel applies intelligent filters to ensure accuracy. It only includes events that:

• Have an associated survey,
  
  
• Contains an NPS question, and
  
  
• Are sent to a candidate (for Candidate NPS) or a client (for Client NPS).

This focused filtering ensures you're seeing engagement performance specific to your feedback programs and not general outreach.

Engagement Tab & Line Chart View

You can toggle to the Engagement tab to see the same funnel data displayed as a line chart. This view helps you analyze engagement trends over time—such as delivery drop-offs or open rate fluctuations—making it easier to identify issues or opportunities at each stage.

Let's refine these requirements to be clear, detailed, and customer-friendly. I'll structure this in a way that is easy to understand, with specific instructions for each section.

NPS Comparison Metrics

For the NPS metrics, we'll display a comparison to the previous period, showing whether there was an increase or a decrease. The comparison will be shown as a percentage below the main metric.

Here are the comparison rules based on the selected date filter:

• If Last 7 days is selected in the date filter, the system compares it with the previous 7-day period.
• If Last 30 days is selected in the date filter, the system compares it with the previous 30 days period.
• If Current year is selected in the date filter, the system compares it with the current year.
• If the ‘last year’ (example: 2024) is selected in the date filter, then show the comparison from the year before that (2023).
• Custom Range: Hide the comparison.

Channel Funnel

For the Candidate NPS, Client NPS, and All Surveys tabs, we will add a dedicated section called "Channel Funnel." This section will display key engagement metrics in tiles, broken down by channel—Email and SMS.

Metrics by Channel:

• Email Surveys:
  • Sent
  • Delivered (with Delivery Rate subtext)
  • Opened (with Open Rate subtext)
  • Skipped
  • Bounced (with Bounce Rate subtext)
  • Responded (with Response Rate subtext, based on how many users answered the NPS questions)
  • Unsubscribed (with Unsubscribe Rate subtext)
  • Spam (with Spam Rate subtext)
• SMS Surveys:
  • Sent
  • Delivered (with Delivery Rate subtext)
  • Skipped
  • Bounced (with Bounce Rate subtext)
  • Responded (with Response Rate subtext, based on how many users answered the NPS questions)
  • Unsubscribed (N/A)
  • Spam (N/A)

Important Notes for Channel Funnel:

• Candidate NPS Tab: This tab will display only candidate data. The Responded metric and rate will reflect the number of candidates who responded to the NPS questions.
• Client NPS Tab: This tab will display only client data. The Responded metric and rate will reflect the number of clients who responded to the NPS questions.

Engagement Charts and Data Table

We will add a new "Engagement" tab to the charts section, which will display the same metrics mentioned in the Channel Funnel section.

• When the Engagement tab is selected, the Entity Filter will be disabled.
• The Date Filter will be applied to the charts and funnel metrics based on the Sent date.
• By default, the following four engagement charts will be enabled: Sent, Delivered, Bounced, and Responded. The other eight metrics can be enabled by the user.

A Data Table will also be available, including these columns:

• Touchpoint Name: The name of the latest touchpoint from which the event was sent. This will be a link to the detailed delivery history of that touchpoint.
• Journey Name: The name of the latest journey from which the event was sent.

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.
• Sent From: This filter will allow users to specify who the message was sent from.
• Channel: This filter will allow users to select Email or SMS. Both channels will be enabled by default.

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:

• 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:

1. 1. 1. 1. Click the icon on the chart.
         2. 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.
         3. Click Done. 
         4. You can further Edit the fields by clicking the edit icon adjacent to the entity.
            

• 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.
• 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:

1. Click the Edit table columns icon and then click Entity Variable.
2. Select the variables you want to add as columns. You can select multiple variables at once.
3. 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.
• 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. 

All Responses

The All Responses tab provides users with comprehensive access to review and export the feedback submitted by respondents through candidate journeys and touchpoints across surveys. This functionality empowers users to download response-level data and customize the dataset using entity fields for further offline analysis and reporting.

This feature supports multiple export formats, including:

• Summarized reports for multiple-choice questions(MCQs), rating scale, and NPS.
  
  
• Survey conversion summaries from the All Surveys table

Default Data Table Columns

The data table displays each response as a row and includes the following default columns:

1. Recipient Name: Name of the responder.
2. Email: Email address of the responder.
3. Phone Number: Phone number of the responder.
4. Recipient Entity: Entity of the responder.
5. Journey Name: Name of the candidate journey associated with the response.
6. Touchpoint Name: Specific touchpoint where the response was collected.
7. Question Type: Format of the question (e.g., Multiple Choice, Free Text, NPS).
8. Question Text: The question asked in the survey.
9. Answer: The response provided by the responder.
10. Completion Status: Displays the status of the survey, for example, started, completed, partially completed, and so on.
11. Sent On: Timestamp of when the survey was sent.
12. Started On: Timestamp of when the survey was started.
13. Completed On: Timestamp of when the survey was completed.

You can further customize the view by appending any entity attribute fields related to candidates, jobs, or ATS entities of the related entities. This flexibility allows you to enrich your exported data with context such as job role, stage, or recruiter.

Export Features

You can download/export the data table, which is visible in the All Responses table.

Download/Export Data Table

This export includes all default columns and entities if added before export. 

If filters are applied, they will also be reflected in the exported report.

Here is how the report looks:

Download/Export Multiple Choice Question Summary

This export provides a question-wise summary for all multiple-choice questions(MCQs), rating scale, and NPS, and excludes responses from date-type questions. 

If filters are applied, they will also be reflected in the exported report.

Each question summary includes the following metrics:

• Total Question Responses Received (A) – Total number of responses that this question has received.
  
  
• Total Survey Responses Received (B) – Number of times a specific answer option was selected.
  
  
• % Responses – Calculated as B/A, displayed as a percentage to reflect response distribution.
  
  

Example:

• Question: “How satisfied are you with the hiring process?”
  
  
• Option: “Very Satisfied”
  
  
• A = 100 total responses to the question
  
  
• B = 30 responses for “Very Satisfied”
  
  
• % Responses = 30%

Here is how the report looks: