Understanding Survey Reports

Birdeye Survey Reports help businesses analyze survey performance by showing how respondents answered surveys over time, across locations, by question, and by completion status. These reports make it easier to measure customer sentiment, survey participation, and Net Promoter Score (NPS) trends.

Survey Reports are especially useful for teams that want to understand:

To access Survey Reports, go to the Reports tab in the left navigation rail, then click Surveys.

Survey reports are divided into two main sections:

The Survey NPS section contains three report views:

Use these reports to understand how customers rate their experience and how those ratings contribute to your overall NPS.

Select the ‘NPS Report’ to view survey scores using the NPS report.

You can view the percentage of Promoters, Passives, and Detractors and the number of responses received during the selected time period.

Net Promoter Score is meant to gauge overall customer experience. The higher your NPS, the more satisfied your customers are with your business.

To determine Net Promoter Score, customers are asked how likely they’d recommend your business to family and friends on a scale from 0 to 10. Based on their response, they are sorted into three categories: Promoter, Detractor, and Passive.

Promoters are customers who are highly satisfied with their experience and are likely to recommend your business to others. A higher percentage of Promoters usually indicates strong customer loyalty and positive brand perception.

Passives are customers who are reasonably satisfied but not enthusiastic enough to strongly recommend the business. They are neutral and may consider alternatives.

Detractors are dissatisfied customers who may share negative feedback or be less likely to return. A higher percentage of Detractors can reduce the overall NPS.

NPS is a standard customer experience metric used to measure overall satisfaction and loyalty. Businesses use it to understand whether customer sentiment is improving, declining, or staying stable over time.

Select Over time under Survey NPS to track changes in survey NPS performance across a selected time range.

This report shows, for each selected time interval:

The report can be viewed in a monthly, weekly, quarterly, yearly, or custom time range format depending on the selected display option.

Hovering over a data point in the chart shows the exact breakdown for that time period, including:

Click the three vertical dots to:

Selecting Add to dashboard allows users to add the report to an existing dashboard or create a new dashboard.

Refer to the article: A comprehensive guide to Birdeye Dashboards to learn how to create dashboards and incorporate multiple reports across all modules.

Click the Customize icon to personalize the report.

You can customize the following:

Select a different chart style or switch to Table format.

Choose one of the following time aggregations:

Apply filters such as:

Compare survey report data across:

After making changes, click Update to apply them.

Select By location under Survey NPS to compare NPS performance across business locations.

This report shows, for each location:

Hover over a location data point to view the detailed breakdown for that location.

This report helps businesses identify:

The Responses section is used to analyze the actual survey answers received. It contains four report views:

Select Over time under Responses to view how survey responses changed over time for a selected survey.

First, choose a survey from the Select a survey dropdown.

This report shows:

Hover over a bar in the chart to view the exact response count and percentage for that period.

Scroll further down the report to view responses for individual survey questions included in the selected survey. Each question block shows the response distribution for that question over the selected period.

Click the filter icon and then See all filters.

You can refine the report using filters such as:

After applying the required filters, click Apply.

Select By Question under Responses to analyze responses question by question instead of by time period.

This report displays each survey question separately and shows the response distribution for that question. Depending on the question type, the chart may show:

For example, if the question is an NPS question, such as How likely are you to recommend us to your family and friends?, the report shows the response distribution across the 0–10 scale.

If the question is a rating-based question, such as Please rate us based on your experience, the report shows the response count for each rating value.

This report helps businesses understand:

Select By location under Responses to view survey responses segmented by business location.

Choose the survey from the dropdown, then hover over a location’s bar or point to view the detailed response breakdown.

This report shows, by location:

Select By completion under Responses to analyze how many surveys were fully completed and how many were partially completed.

This section includes three related views:

Select the survey from the dropdown, and this view shows the percentage of surveys that were:

Hover over a bar to view:

Scroll down to the Survey usages by channel section to see how survey completions are distributed by survey delivery source.

This report breaks completions down by channels such as:

For each channel, the report shows:

This helps businesses understand which survey delivery channels drive stronger participation and completion rates.

Scroll further down to the Survey usages by location section to compare survey completion by location.

This report shows, for each location:

It helps businesses identify which locations generate the most survey activity and which locations have stronger or weaker completion rates.