Help Center

How to evaluate the satisfaction survey in Analytics

You can analyze the data of your Satisfaction Survey by entering from the side panel of options to Analytics and then to Satisfaction.

If you do not have the survey active, the bar chart icon will be displayed in the section with the legend "no data".

If it is active, you will see the ratings obtained according to the period filtered.

Binary type feedback

Binary: You will see the percentage of surveys evaluated positively and negatively. 

Total surveys: Here the surveys evaluated positively and negatively are expressed in totals.

Responses: This indicates the number of surveys that were responded to in the filtered period, also expressed as a percentage.

All these values will be accompanied by the percentage of variation in relation to the previous period (if it increased it is indicated in green, if it decreased it is indicated in red).

- Histogram: This graph represents the number of surveys answered per day, differentiating in two lines the positive and negative ones, indicating the lowest and highest peak of the period analyzed. 

CSAT type feedback

- CSAT: Shows the CSAT index for the period analyzed. The calculation is: number of grades 4 and 5 over the total of answered surveys.

- Satisfaction: Here is the number of negative ratings (those who evaluated their experience with 1 or 2), neutral (those who evaluated attention with 3) and positive (those who evaluated 4 or 5).

- Answers: This indicates the number and percentage of surveys that were answered in the filtered period.
The values will be accompanied by the percentage of variation regarding the previous period (if it increased it is indicated in green, if it decreased it is indicated in red).

- Histogram: Represents the CSAT index obtained per day and the lowest and highest peak of the period analyzed. 

Stars type feedback

- Stars: The average number of stars obtained is shown.

- Responses: The number of surveys that were responded to in the period analysed is shown here, also expressed as a percentage.

These values will also be accompanied by the percentage variation from the previous period (if it increased it is indicated in green, if it decreased it is indicated in red).

- Histogram: This represents the average obtained per day and the lowest and highest peak in the period analyzed. 

NPS type feedback

NPS: Displays the NPS rating for the period under review. 

- Satisfaction: Here we detail the percentage of surveys of Detractors (those who evaluated attention from 0 to 6), Neutral (those who evaluated attention between 7 and 8) and Promoters (those who evaluated between 9 and 10)

- Responses: Indicates the number and percentage of surveys that were answered in the filtered period. 

The values will be accompanied by the percentage of variation from the previous period (if it increased it is indicated in green, if it decreased it is indicated in red).

- Histogram: It represents the NPS obtained per day and the lowest and highest peak of the analyzed period. NPS ranges from 100 to -100.

Important: If you have several channels with the same type of survey, the section will show all the unified information. If you have several channels with different types of surveys, the information for each survey will be shown separately.  

How do I evaluate the survey in the Chat Report?

In the Chat Report filters you will see one called "Satisfaction" with the following options:

- NPS:

"Detractor" 

"Neutral"

"Promoter"

- Binary:

"Positive"

"Negative"

- Stars: 

 1,2,3,4,5.

- CSAT: 

Negative, Neutral y Positive. 

In the list of chats you will also see a column corresponding to Satisfaction: which indicates the type of survey and the value, for example "Stars: 3", "NPS: Promoter"; "Binary: Positive": “CSAT: Positive”. 

When you enter each of the chats you will also see the specific information for the survey on the side of the conversation.

If you download the Chat Report into the archive you will see a column for the type of feedback received and another for the open message. 

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