Birdeye Survey reports enable businesses to analyze the results of surveys that have been conducted. These reports offer insights into received responses, showcasing trends, patterns, and key findings from the collected survey data. Analyzing the score over time allows surveyors to instantly measure the reactions and sentiments of respondents quantitatively without delving deeply into wordy answers. Within the overall score, green denotes promoters, yellow represents passives, and red highlights detractors.

To view the report on survey management within your dashboard, click the 'Reports' tab on the left navigation rail. Once on the 'Reports' page, click 'Surveys.’ 

Survey NPS

Hover over ‘Survey NPS’ and select the NPS Report, Overtime NPS, or By location NPS report to view the report.

NPS Report

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 0-10. Based on their response, they are sorted into three categories: Promoter, Detractor, and Passive. Let’s go through all three. 

Promoters, Passives, and Detractors

Promoters (9 and above score): Customers in this category express positive sentiments about your business. They are loyal and perceived as brand ambassadors. They contribute to business growth by continuing to buy your products/services and telling others to do the same.

Passives (7 to 8.9 score): Customers in this category express neutral sentiment. They are satisfied enough but not enthusiastic about your brand, making them vulnerable to competitive offerings.

Detractors (0 to 6.9 score): Customers in this category express negative sentiments. These unhappy customers can damage your brand reputation and hinder business growth by spreading negative word-of-mouth.

Overall NPS: The Net Promoter Score (NPS) is a key indicator of customer satisfaction and loyalty, reflecting the likelihood of customers recommending a business. A positive NPS signifies a strong base of promoters, while a negative score may indicate areas for improvement and addressing detractors. Monitoring and understanding the Overall NPS is crucial for businesses aiming to enhance customer experience and foster growth.

Overtime

Select ‘Overtime’ to track the breakdown of your survey NPS performance over time.

The report shown in the image below is displayed in a monthly format, allowing you to track score performance month by month.

Hover over the monthly chart bar to view the count and percentage of ‘Promoters,’ ‘Passives,’ ‘Detractors,’ ‘NPS,’ and ‘Survey responses’ of that particular month.

Click the ‘three vertical dots’ to ‘Download,’ ‘Email,’ and ‘Schedule’ the report. You can also add a report to the dashboard by selecting ‘Add to dashboard.’

Add to dashboard: You can add this report to your dashboard. A pop-up will appear on your screen, allowing you to add it to an existing dashboard or create a new one. Once you've selected, click 'Add' to include it in your preferred 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. 

Chart Style: Selecting different chart styles for optimal viewing can enhance the visual appeal of your report. 

Display reports by: Daily, Weekly, Monthly, Quarterly, and Yearly.

Filters: 

All locations: Select a desired business location to view the report for that location.

Past 12 months: Select a time range to view the report data specific to that period.

Assisted by: Choose the names of the employees who assisted with the survey.

Survey: Choose the surveys for which you would like to access the report.

Overall Score: You can choose to view the overall score in various ranges, such as 0-6, 7-8, 9-10, or all.

Compare data: The ability to compare reports in two dimensions: by location and by date range. It provides you with the flexibility to make insightful comparisons within your reports.

After making customizations, click 'Update' to apply and save the changes to the report.

By Location

View survey scores by location to assess how each business location performs across Promoters, Passives, Detractors, and NPS.

Hover over the desired location’s chart bar to view the count and percentage of ‘Promoters,’ ‘Passives,’ ‘Detractors,’ ‘NPS,’ and ‘Survey responses’ of that particular location.

Responses

In the ‘Responses’ tab, you can view four sections - ‘Over time,’ ‘By question,’ ‘By location,’ and ‘By completion.’

Over Time

Click ‘Over time’ to view survey responses over time. You can select a survey for which you want to see the responses report by clicking the dropdown under the ‘Select a survey’ section.

View the total number of responses received for the selected survey and time period. Hover over each bar to see a detailed breakdown of responses. The ‘Over time’ reports display responses segmented by your chosen interval—monthly, quarterly, yearly, etc.—based on the 'Display by' option selected under the Customize tab.

Scroll down to view more responses based on the questions included in the survey over the selected time period.

Click the filter icon and select ‘See all filters.’

Select the desired business locations, time period, overall score, survey assisted by, or add a custom filter, and click ‘Apply’ to view the response reports based on selected filters.

By Question

Select ‘By Question’ to view responses received for each question within the selected survey. Unlike the ‘Over time’ report, which breaks down responses by time intervals (monthly, quarterly, yearly), the ‘By Question’ report aggregates all responses for the selected survey and time period, providing a question-centric analysis.

Select the survey from the dropdown and hover over the bar to view responses in detail.

Scroll down to explore more survey responses based on the questions involved in the survey.

By Location

Select ‘By location’ to view the number of survey responses segmented by each business location.

Select the survey from the dropdown and hover over the desired location’s bar to view the responses count and average rating received from that particular location.

By Completion

Click ‘By completion’ to view survey responses that have been partially or fully completed. These reports include the following three sections - ‘Survey usages over time,’ ‘Survey usages by channel,’ and ‘Survey usages by location.’

Select the survey from the dropdown and view the percentage of surveys completed over time, which is displayed in monthly view. Hover over the bar to view the count and percentage of fully and partially completed surveys.

Scroll down to view the ‘Survey usages by channel’ section. Here, you can see the response count and percentage (partially and fully completed) broken down by the channel through which the survey was completed. This includes responses received via the survey link,  email, or other channels, providing insights into how participants interacted with your survey.

Scroll down to the bottom of the page to view the ‘Survey usages by location’ section. This section provides an overview of the survey responses based on the business locations where the survey was conducted. You can see the total count and the percentage of surveys that were either partially or fully completed for each location. This helps in understanding how different locations are performing in terms of survey participation and completion rates.