Evaluate survey results
Last updated: September 9, 2026
View Responses
Surveys → [Survey] → "Responses" tab
Each response shows:
- Date of submission
- Visitor/User (if known)
- Conversation (if linked)
- Individual answers per question
Statistics
Surveys → [Survey] → "Stats" tab
Statistics are automatically calculated:
Overall Metrics
| Metric | Description |
|---|---|
| Total Responses | Number of submitted responses |
| Response Count | Directly visible on the survey overview page |
Numerical Averages
For Scale and Rating type questions, the average per question is calculated:
| Question | Average | Responses |
|---|---|---|
| "How likely are you to recommend us?" | 7.8 | 142 |
| "Satisfaction with response time" | 4.2 | 138 |
Calculate NPS
For NPS surveys (Scale 0–10), calculate the NPS score:
- Promoters (9–10): Enthusiastic recommenders
- Passives (7–8): Satisfied, but not enthusiastic
- Detractors (0–6): Dissatisfied
NPS = % Promoters − % Detractors (Result: −100 to +100)
| NPS Range | Rating |
|---|---|
| 70+ | Excellent |
| 50–69 | Very good |
| 30–49 | Good |
| 0–29 | Needs improvement |
| < 0 | Critical |
Choice Distribution
For Multiple Choice questions, the distribution is displayed:
| Option | Count | Share |
|---|---|---|
| Chat support | 89 | 45% |
| Email support | 62 | 31% |
| Self-service | 35 | 18% |
| Phone | 12 | 6% |
Export Results
Response data is available via the API and can be exported to external analysis tools.
Analysis Tips
- Collect at least 30 responses before drawing conclusions
- Compare trends over time, not just individual values
- Read free-text answers — they often contain the most valuable insights
- Track NPS monthly to detect changes
- Low response rate? Simplify the survey (fewer questions) or adjust triggers