Introduction
Congratulations on launching your first survey campaigns! đ
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 werenât 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
â 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
-
đ 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
-
â ď¸ Note: The âRemindedâ column stays at
0
until the reminder is actually sent.
E.g., if reminders are set for 7 days post-send, the âRemindedâ column wonât update until day 7.
đ Thereâs 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
-
-
đĄ Use this report to sort by âopenedâ or ârespondedâ to see who engagedâor didnât.
đ ď¸ Troubleshooting Survey Delivery Issues
â ď¸ Not Sent Status
Contacts may appear as âNot Sentâ if they donât match a valid Survey Template.
Where to find this:
-
Dashboard: âNot Sentâ 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 contactâs 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
đ§Š Not Picked Up by Send Schedulers
Sometimes a contact exists but didnât 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
đ§ Logic structure matters!
Example:
Without proper grouping, contacts may not qualify due to how the logic is evaluated.
FAQs & Common Issues
-
Q: Why does my âRemindedâ column show 0?
A: Reminders are sent 2â7 days later. The value updates only on the day the reminder is actually sent. -
Q: What does âNone!â mean in the Survey Template column?
A: The contact didnât match any template, and no default template was appliedâso no survey was sent. -
Q: Iâve fixed the dataâhow do I clear Not Sent counts?
A: Go to Contacts > Actions > Reset 'Not Sent' Values -
Q: Can I see who opened a survey but didnât respond?
A: Yesâdownload the Filtered Surveys Sent CSV and sort by âopenedâ but not ârespondedâ.
Next Steps & Related Articles
Video Tutorial
đĽÂ
Need Help?
If your surveys arenât reaching Contacts as expected or you need help analyzing engagement, contact us via the chat icon in AskNicely or email support@asknice.ly.
Weâre here to help you get the insights youâre after. đ