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Tracking Your Sent Surveys

Jomar
Updated

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.

Video Tutorial

Step-by-Step Instructions

✅ Where to View Sent Survey Data

There are three main places to track your survey activity:

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

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.

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.

🛠️ 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

🧩 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.

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”.

Next Steps & Related Articles

Video Tutorial

🎥 

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 support@asknice.ly.

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

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