You've gone live and sent your first surveys - fantastic! Just getting started is the best way to set your Customer Experience Program up for longterm success.
Now that you've started sending Surveys, you can watch the Responses page to see all of the people that chose to respond to your Survey.... but how can you see engagement statistics with the surveys and see on an individual contact level who actually responded the surveys? There are three main places to look:
- The main Dashboard provides a high-level look at your overall Response Rate and the breakdown of Promoters to Detractors in the date range you have selected using the Date Filter that is found in the top left of the Dashboard. The graph will adjust based on the date range you select.
- The Dashboard > Statistics report will provide day-by-day breakdowns of how many of your Contacts are engaging with your Surveys, and how involved their answers are. Hot Tip: there is no export function on this page, but you can copy and paste this entire page directly into a spreadsheet for further reporting breakdowns.
One thing to note about this page: the "Reminded" column is a little confusing. Survey Reminders are sent either 2, 3, 5 or 7 days after the Surveys are sent based on the option you chose on the Survey Template. The "Reminded" column will initially show as "0" until the day the survey reminder is actually sent, so if your Reminders are set to go out 7 days after the survey, it will show "0" in that column until the 7th day.
- The Download Surveys Sent report can be found by clicking Contacts > Actions > Download Surveys Sent. The CSV that is generated contains all data for anyone that was sent a survey, including timestamps for when surveys were opened. Sort by the "opened" or "responded" columns to identify who did or did not respond to your surveys.
Not sure why someone didn't receive a Survey?
Not Sent Statistics
When setting up survey templates, you can tell AskNicely what you would like it to do if a Contact does not match your selected Trigger Field:
- Not send a survey at all; or
- Send the default survey
If you have selected to not send a survey at all, surveys attempts to contacts that do not have a corresponding trigger field are marked as "Not Sent" on the dashboard and on the Contacts page.
On the Dashboard, the Not Sent tally will appear underneath the graph for the days that survey attempts were made.
On your Contacts page, this is visible as a "None!" on the Contact Record under the "Survey Template" column:
Troubleshooting Not Sent
You can download a CSV of Contacts whose survey sending failed due to not matching the Trigger Field. From the Contacts Page, click on Actions > Download Survey Not Sent.
Analyze your Trigger Field for those Contacts and amend each Contact's value in your CRM or CSV Import file to match the intended Survey Template. When the Contact is brought back into AskNicely via your preferred Import method, they should be sent a survey.
Resetting Not Sent
Once you have completed your troubleshooting and amended Contact data and/or sent off surveys, you can "Reset" the Not Sent tally that displays on the Dashboard. Simply go to Actions > Reset 'Not Sent' Values
Contacts not picked up by Send Schedulers
If someone has a record on the Contacts page but wasn't sent a survey, it is probably because something needs to be adjusted with your Send Schedulers. Make sure that any "IS" operators are exact matches for whatever values are in a field; you can always change "IS" to "Contains" for a softer match. ("Contains" doesn't care about capitalization.)
Another thing to look out for is "AND"/"OR" logic; treat each "AND" grouping as its own clause, with "OR" breaking up the clauses. If you have rules that say "Country IS America AND city is Portland OR Chicago", that does not mean the same thing as "(Country IS America AND city is Portland) OR (Country IS America AND City is Chicago)" - both sides of the "OR" must be true in order for a survey to be sent.