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Detailed Survey Insights Follow

The Insights section of your survey provides a visual summary of how recipients are engaging and responding. Based on the survey type — whether it's Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Score (CES) — you’ll see various charts and summaries to help you easily interpret your data.

Steps to view the survey insights

  • Navigate to Surveys, and click on the name of the survey you wish to view.

  • You will be redirected to a detailed screen that displays:

    • All responses received on the survey

    • How the survey has performed overall

  • This screen consists of two tabs:

    • Submissions – Shows all the responses received on the survey

    • Insights – Shows a visual summary of how users responded to the survey

  • Click on the Insights tab to access all visual reports and analytics related to that survey

This section gives you an overall idea of how your survey performed.

  • Sent: How many recipients did the survey send to

  • Responded: How many recipients submitted a response

Insights Overview

NPS Survey Insights (Net Promoter Score)

If your survey includes an NPS question, you will see the following visualizations:

NPS Score

This shows your overall Net Promoter Score, based on how likely respondents are to recommend your business (on a scale of 0 to 10). Responses are grouped into:

  • Promoters (9–10): Loyal and enthusiastic

  • Passives (7–8): Satisfied but unenthusiastic

  • Detractors (0–6): Unhappy customers

NPS Score Over Time

This chart helps you understand how your Net Promoter Score is trending over time, whether it’s improving or declining.

NPS Response Sentiment Analysis

This shows a breakdown of how many responses fall into each category — Promoters, Passives, and Detractors. It helps you quickly gauge customer sentiment.

NPS Over Time Break by Sentiment

This visual tracks the number of responses in each sentiment group over time, so you can observe patterns or changes in customer mood.

CSAT Survey Insights (Customer Satisfaction)

If your survey includes a CSAT question (e.g., “How satisfied were you with our service?”), The following visuals are shown:

CSAT Rating Distribution

This pie chart summarizes how many customers were satisfied, neutral, or dissatisfied with their experience.

CSAT Sentiment Over Time

This tracks satisfaction levels across a period, so you can evaluate whether customer happiness is improving.

CES Survey Insights (Customer Effort Score)

If your survey includes a CES question (e.g., “How easy was it to complete your task?”), you’ll see the following charts:

CES Rating Volume

This chart displays the number of responses for each score, helping you understand how easy or difficult your process felt to customers.

CES Report Break by Sentiment Over Time

This trend shows how customer perceptions of effort (easy, neutral, or difficult) have shifted over time.

Select Type Question Reports

If your survey includes multiple-choice, dropdown, or checkbox questions, this chart will show how many people selected each option.

Text Type Question Reports

For open-ended questions, this section shows responses in a table format, including:

  • Who responded

  • What they wrote

  • When they submitted their response

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