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 wants to view the responses to the Customer Satisfaction survey and share them with her management. She asks Maria to create a survey response report.

Create a Report Type for Survey Results

Before creating a survey response report, Maria needs to create a report type. The Survey Question Scores object stores responses for every question type. Maria creates a report type using the Survey Question Scores object.

Click and select Setup.
In the Quick Find box, enter Report Types.
Click Report Types.
If prompted, click Continue.
Click New Custom Report Type.
For the Primary Object, select Survey Question Scores.
Enter the Report Type Label: All Survey Question Responses. The Report Type Name is automatically set to All_Survey_Question_Responses.
Enter a description: Use to review responses for all survey question types apart from text.
Select Store in Category, and then Other Reports.
Select Deployment Status as Deployed.
Click Next.
Click Save.

Here’s what the report type looks like.

The Report Types page showing the report type All Survey Question Responses.

Create a Report for Survey Responses

Maria uses the All Survey Question Responses report type to create a custom survey response report.

From the App Launcher, find and select Reports.
Click New Report.
In the Other Reports section, select All Survey Question Responses.
Click Start Report.
Name the report: Customer Satisfaction.
Click the Outline tab.
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

Click the Filters tab.
On the Filters field, add the Survey: Name filter and provide the following filter conditions:

Operator: equals
In the next field, enter the survey name. Maria enters Customer Satisfaction.

Click Apply.
Click Save & Run.
Add a description for the report. Maria enters Responses to the Customer Satisfaction survey for Gabriela Livingston and her team.
Click Select Folder.
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.
Click Save.

Understand Reports with Responses to Scored Question Types

Maria shows the new report to Gabriela. Here’s how it looks.

The survey response report Customer Satisfaction.

Maria takes some time to explain the report to Gabriela. Let’s follow along.

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. Each column in the report is interpreted differently, depending 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 goes on to explain what the important columns mean for each question type category. She is using a sample report with responses from two participants to a survey that has all the question types, apart from text. This information will help Gabriela when she creates reports for other surveys.

Score

Here's an invitation-level report with question 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 to 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 question 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 to 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 to 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 to 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 thanks Maria for the explanations and setup. Gabriela’s key concerns about customer feedback have been resolved by Maria and Salesforce Surveys. They can now understand what non-English customers think about Ursa Major Solar’s support team. And don’t have to worry about manually generating invitations for each closed case. With the new report in place, it’s easier than ever to track customer feedback.