With Statistics you can get a view into the overall performance of the Survey and it is the place to go to check the response rate of your Surveys.
To navigate to Statistics view of the Survey you can either click the Statistics button which will navigate you straight to the corresponding tab or you can navigate to the tab from theSurvey edit mode.
There are two different Statistics views available. Click the blue Statistics button to get the menu and choose:
You can also select different channels to view individual statistics for a channel.
Here's an example view of Statistics Results page
Detailed information about how states are counted in Statistic Results:
Total number of customer records successfully imported into the system
Total number of questionnaires which are currently in invited state
Total number of invites which we are sure were opened. Please note that this number might be lower than actual number of opened invites due to default security settings of email clients.
This number is calculated by checking how many customers clicked the link in their invite. Also, a tracking pixel data is taken into account if one has been used in the Survey email invite. Please, see this article to find more information about the tracking pixel
Total number of customers which currently have started a survey. Depending on the channel, a survey can be started differently:
WEB: Clicking the Survey link in the email or SMS message
SMS: Responding to SMS per keyword. If no Survey has no keyword then the customer is automatically started during invitation phase.
IVR: Responding to first query in an IVR call
Please note: not all started Surveys contain a response
Total number of questionnaires which have been completed if a customer answered all questions and received the final standard
Total number of questionnaires which have been completed if a customer answered questions and the following question is
Total number of surveys that were
Total number of questionnaires that have expired and cannot be completed by the customer. This only displays a value if the expiration period of a survey is set in Advanced Settings -> Survey expiration (in days)
Please note that if the customer clicks on a Survey link that has been expired, they will receive the message as configured in Language Settings -> Landing page - Survey is expired
Response rate is calculated with the following formulas:
|Response rate with partial||
Response rate with partial calculated with the following formulas:
If you want to further narrow the search, try using the Filters bar on the left side of the Statistics page: