Tracking Your Sent Surveys

Introduction

Congratulations on launching your first survey campaigns! 🎉
Now that you're live, it's time to track performance, monitor engagement, and troubleshoot any delivery issues.

AskNicely gives you multiple tools to help you:

• Understand how many surveys have been sent

• Track which Contacts engaged

• Diagnose why certain surveys weren’t delivered

This article breaks down where to find sent survey data, how to track engagement, and what to do when surveys aren't delivered.

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Video Tutorial

Step-by-Step Instructions

✅ Where to View Sent Survey Data

There are three main places to track your survey activity:

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1. Dashboard (Overview)

• Navigate to Dashboard

• Use the Date Filter (top-left) to select a reporting range

• You'll see:

  • Total Responses

  • Response Rate

  • Promoter / Passive / Detractor breakdown

📊 Great for executive reporting and quick health checks

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2. Dashboard > Statistics

• Navigate to Dashboard > Statistics

• View day-by-day breakdowns of:

  • Surveys sent

  • Responses received

  • Survey Reminder activity

  • Skipped or ignored surveys

⚠️ Note: The “Reminded” column stays at 0 until the reminder is actually sent.
E.g., if reminders are set for 7 days post-send, the “Reminded” column won’t update until day 7.

🔍 There’s no export, but you can copy/paste the whole page into a spreadsheet.

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3. Download Sent Surveys CSV

• Go to Responses > Downloads > Filtered Surveys Sent

• This downloadable CSV shows:

  • Every contact who was sent a survey

  • Timestamps for when surveys were:

    • Sent

    • Opened

    • Responded to

💡 Use this report to sort by “opened” or “responded” to see who engaged—or didn’t.

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🛠️ Troubleshooting Survey Delivery Issues

⚠️ Not Sent Status

Contacts may appear as “Not Sent” if they don’t match a valid Survey Template.

Where to find this:

• Dashboard: “Not Sent” tally under the main graph

• Contacts Page: Appears as "None!" in the Survey Template column

Download Report:

• Go to Contacts > Actions > Download Survey Not Sent

Fix:

• Update the contact’s data (in your CRM or CSV import)

• Ensure their values match an available Survey Template name

• Re-import or sync the corrected contact

Reset "Not Sent" Tally:

• Once resolved, go to Contacts > Actions > Reset 'Not Sent' Values

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🧩 Not Picked Up by Send Schedulers

Sometimes a contact exists but didn’t receive a survey. Here's what to check:

1. Rule Logic

• Double-check Send Scheduler conditions

• If using "IS", ensure the value matches exactly (capitalization included)

• Use "CONTAINS" for more flexible matching (ignores case and partial values)

2. AND/OR Groupings

🧠 Logic structure matters!
Example:

WRONG:
Country IS America AND City IS Portland OR Chicago

CORRECT:
(Country IS America AND City IS Portland)
OR
(Country IS America AND City IS Chicago)

Without proper grouping, contacts may not qualify due to how the logic is evaluated.

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FAQs & Common Issues

• Q: Why does my “Reminded” column show 0?
  A: Reminders are sent 2–7 days later. The value updates only on the day the reminder is actually sent.

• Q: What does “None!” mean in the Survey Template column?
  A: The contact didn’t match any template, and no default template was applied—so no survey was sent.

• Q: I’ve fixed the data—how do I clear Not Sent counts?
  A: Go to Contacts > Actions > Reset 'Not Sent' Values

• Q: Can I see who opened a survey but didn’t respond?
  A: Yes—download the Filtered Surveys Sent CSV and sort by “opened” but not “responded”.

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Next Steps & Related Articles

• ✅ Send Scheduler Rules & Troubleshooting

• ✅ Understanding Survey Templates & Defaults

• ✅ Survey Reminder Settings

• ✅ Global Contact Rule Explained

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Video Tutorial

🎥 

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Need Help?

If your surveys aren’t reaching Contacts as expected or you need help analyzing engagement, contact us via the chat icon in AskNicely or email [e-mail].

We’re here to help you get the insights you’re after. 📈