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Analyze Your Responses

Learning Objectives

After completing this unit, you’ll be able to:

  • Create a report type for survey responses.
  • Create a report for scored responses.

Analyze Survey Responses

Gabriela, the sales operations specialist, wants to view the responses for the Customer Satisfaction survey and share it with her management. She asks Maria, Ursa Major Solar’s Salesforce admin, to create a report.

Create a Report Type for Survey Results

Before running a survey response report, Maria needs to first create a report type. Maria decides to use Survey Question Scores as the primary object because this object stores responses for every question type apart from text question type. She can use this report type down the line for other surveys.

  1. Click Setup and select Setup.
  2. In the Quick Find box, enter Report Types.
  3. Click Report Types.
  4. Click New Custom Report Type.
  5. For the Primary Object, select Survey Question Scores.
  6. Set the report type label. Maria enters All Survey Question Responses.
  7. Set the report type name. Maria enters All_Survey_Question_Responses.
  8. Enter a description. Maria enters Use to review responses for all survey question types apart from text.
  9. Choose the Report Type Category. Gabriela chooses Other Reports.
  10. Click Next.
  11. Click Save.

Here’s what the report type looks like.

The Responses for Scored Question report type in Setup.

Create a Report for Survey Responses

Maria uses the All Survey Question Responses report type she just created to run a report that contains responses for the Help Us Serve You Better (Case Closed) survey. She also customizes the report by adding fields to help Gabriela better analyze the responses for scored questions.

  1. From the App Launcher, find and select Reports.
  2. Click New Report.
  3. From the Other Reports section, select All Survey Question Responses.
  4. Name the report. Maria enters: Customer Satisfaction.
  5. Click the Outline tab.
  6. On the Columns field, remove the Name field and add the following fields:
    • Survey Invitation : Name
    • Question Name
    • Question Score Type
    • Survey Question Choice : Name
    • Response Count
    • Response Value
    • Score
    • Question Skipped Count
  7. Click the Filters tab.
  8. On the Filters field, add the Survey : Name filter and provide the following filter by conditions:
    • Operator: Equals
    • In the next field, enter the survey name. Maria enters Customer Satisfaction.
  9. Click Apply.
  10. Click Save & Run.
  11. Add a description for the report. Maria enters: Responses to the Customer Satisfaction survey for Gabriela Livingston and her team.
  12. Click Select Folder.
  13. Select the folder where you want to save the report. Because Maria needs to share it with Gabriela and her management, she selects Public Reports.
  14. Click Save.

Understand Reports with Responses to Scored Question Types

Maria shows off the new report to Gabriela and explains it to her. Here’s how it looks.

The report that is created using the Responses for Scored Questions report type.

Gabriela learns that reports based on the Survey Question Score object are either tracked at the version-level or at the invitation-level. Since the Customer Satisfaction survey has only one version, Maria has already filtered the responses by invitation. Maria explains to Gabriela what each column in the report means.

Gabriela learns something very unique about the report. Each column in the report must be interpreted differently based on the question type. The question types can be categorized as follows.

  • Score: Net Promoter Score (NPS), rating, score, and slider
  • Answer choice: Multiple choice, picklist, and radio
  • Ranking
  • Date

Maria conducts a quick knowledge transfer session for Gabriela and explains what the important columns mean for each question type. Maria is using a sample report containing responses from two participants for a survey containing all the question types, apart from text. This information will help Gabirela when she creates reports for other surveys.

Score

Here's an invitation-level report with questions of the types: NPS, rating, score, and slider.

Question Name Question Type
How likely are you to recommend our service to a friend or colleague? NPS
How would you rate our service? Rating
How would you score our customer support agent's knowledge about your case? Score
What overall score would you give our customer support process? Slider
A sample report containing responses for NPS, rating, and score question types.
Field Name Description
Question Score Type (1)
  • I = The individual scores that one or more participants select for a question.
  • O = The aggregate for a question.
Response Value (2) I = Score one or more participants select for a question.
Response Count (3)
  • I = Number of participants who select the same score.
  • O = Number of participants who respond to a question.
Score (4)
For rating, score, and slider question types:
  • I = Percentage of participants who select the same score for a question.
  • O = Average of all responses.
For NPS question type:
  • I = Percentage of participants who select the same answer for a question.
  • O = Percentage of participants who select 9 or 10 minus the percentage of participants who select less than 7.

Answer Choice

Here's an invitation-level report with questions of the types: multiple choice, picklist, and radio.

Question Name Question Type
Why did you raise the customer support case? Multiple Choice
How did our customer support agent contact you? Picklist
How many days did it take to resolve your case? Radio
A sample report containing responses for multiple choice, picklist, and radio question types.
Field Name Description
Question Score Type (1)
  • I = Each answer choice one or more participants select for a question.
  • O = The number of participants who respond to a question.
Survey Question Choice: Name (2) I = Answer choice one or more participants select for a question.
Response Count (3)
  • I = Number of participants who select the same answer choice.
  • O = Number of participants who respond to a question.
Score (4)
  • I = Percentage of participants who select the same answer choice for a question.
  • O = Number of participants who respond to a question.

Ranking

This invitation-level report contains a ranking type question.

Question Name Answer Choices
Rank what you liked about our customer support agent.
  • Product knowledge
  • Resolution provided
  • Technical accuracy
  • Resolution time
A sample report containing responses for ranking question type.
Field Name Description
Question Score Type (1)
  • I = The rank that one or more participants select for each ranking item.
  • O = The number of participants who respond to the question.
Survey Question Choice: Name (2) I = Ranking item of a question.
Response Value (3) I = Rank that one or more participants select for a ranking item.
Response Count (4)
  • I = Number of participants who select the same rank for a ranking item.
  • O = Number of participants who respond to a question.
Score (5)
  • I = Percentage of participants who select the same rank for a ranking item.
  • O = Average of the weights participants provide for a ranking item.

Date

This invitation-level report contains a date type question.

Question Name Question Type
When did our customer support agent first contact you? Date
A sample report containing responses for date question type.
Field Name Description
Question Score Type (1)
  • I = Each date that one or more participants select in a question.
  • O = The number of participants who respond to the question.
Date Response (2) I = Date selected in a question
Response Count (3)
  • I = Number of participants who select the same date for a question.
  • O = Number of participants who respond to a question.
Score (4)
  • I = Percentage of participants who select the same date for a question.
  • O = Number of participants who respond to a question.

Gabriela feels like she just received a perfect score now that some of her key concerns about tracking customer feedback have been resolved by Maria and Salesforce Surveys. She can now understand what non-English customers think about Ursa Major Solar’s support team. She doesn’t need to worry about manually generating invitations for each closed case. And finally, she is all set to impress her bosses further with the new report to track customer feedback.