After you have administered one or more VoC product surveys, you can view results by going to VoC > Reports.
The results are grouped by survey, and you can open up the full set of results by clicking the survey name or by clicking View.
There are three main metrics at the top of the screen that are the consolidation of all of your survey’s information:
- Total sent: The number of surveys sent.
- Open rate: The rate all sent surveys that were opened by users.
- Completion rate: The rate of all sent surveys that were completed by users.
Once you open the results for a specific survey, you can filter through the results by agent, question type, the rating (such as stars) given by the user, or whether the user left comments or not.
You can filter by survey, and then use the two other filters to filter by team and/or user.
NOTE: To have teams appear when you use the team filter, you must make sure that each survey has the teams that use them assigned to them. To do this, go to each survey on the Survey page, click Edit and then add the teams using that survey to the field beneath the Add survey description field. When you start typing, teams matching your text appear, and you can select them.
Click This Month to change the date filter.
The main part of the report displays the data about the survey which is specific to each survey, as well as the trends for each for the last period (in this case, the past month).
In the Overview section, you can choose different survey questions to view the answers in graphical form.
Choose NPS in the drop-down to view improved NPS graphics, which now include the ability to view segments for passives and detractors. You can also see the NPS score trend. Hover over the various features on the chart to see details.
Finally, you can filter customer feedback by rating or by comments (with or without).
- Managing VoC Surveys
- Customizing Your VoC Email and SMS Templates
- Managing VoC Survey Users
- Sending a Test VoC Survey
- Sending Survey Emails or SMS Texts
- Managing VoC Survey Activity
- Managing Permissions in VoC
Last Edited: 9.1.20