Within each survey or survey group, you have the possibility to analyse your survey responses by breaking down the results via the Trends, Drivers and Metrics tabs:
A single survey can be filtered by Time and Properties (if available):
A survey group can be filtered by Time, Surveys, Group and Unique Properties (if available) and Languages:
After filtering for a timeframe, you will see a graph like the one pictured below.
This graph maps your NPS score to the number of responses received over a specific period of time.
Please check the numbers on the picture below to see the description.
1) In the first row, you will see the same data you can see in the response page - NPS score, the percentage of Promoters, Passives and Detractors and the total number of responses for the chosen period of time:
2) Then, in the main tab of "NPS Scores and Responses", you can see the graph. You can see the NPS on the left and Responses on the right and date below.
3) On the left, we can choose labels we want to filter for:
4) On the right, we can choose the aggregation of NPS data:
5) When you hover over the specific dot, you will see more details:
6) Below the scale, you can select more filters. By default, Responses and NPS is selected, but you can also see how the percentage of your Promoters, Detractors and Passives changed over time
The 'Drivers' tab utilizes your Smart Labels to help you understand and further breakdown the feedback you've received.
Top Labels shows you the top-performing labels for your survey. You can see them either in a "Distribution" view to see the percentages of different sentiments per Smart Label or in an "Absolute" view to see how many times a certain sentiment has been triggered per Smart Label:
Most Problematic Areas
The second graph shows you the worst-performing Smart Labels. You can either see them in the "NPS" view to see how often a certain Smart Label was triggered in a detractor comment or in the "Sentiment" view to see how often a certain Smart Label was triggered in a comment with negative sentiment:
In the most problematic areas chart, the base line are only detractor comments. The calculation is # detractors talking about the specific smart label/# of all detractor comments → this is showing you a simple ranking which topic within your detractor topics is named most often.
Most Impactful Labels
The third one shows you the top 5 and bottom 5 most impactful Smart Labels based on how much they affect the overall NPS score for the selected time range. This allows you to understand which topics provide the highest lever for you to improve your NPS.
The impact is calculated in the following way:
Impact Smart Label X = (NPS of All Smart Labels) - (NPS without Smart Label X):
→ this leaves you with the difference and is showing you how much of your NPS score is dependent on a certain topic
The baseline here are all comments (all score types).
Solutions to common questions
Q - What is the difference between a detractor comment and a negative sentiment?
A - A detractor comment is the feedback provided by someone who has given you a score from 0-6, whereas a negative sentiment has been determined based on the feedback itself.
Metrics displays your survey response rates and allows you to compare the number of times your survey has been viewed in comparison to the response and comment rates.
The first bar tells you about the total number of views, the second one is about the total number of responses and the third one is about the comments. When you select the bar, you will see the detailed information about the responses.
The first percentage value in the middle tells you that 27% of people (147/547) that saw the survey responded to it and then 50% of these people (73/147) that responded - left also the comment: