Whether you are using a Klaus Survey or a survey from your help desk*, you will want to be able to view and analyze your results.
You can access the Surveys Dashboard here:
Filters
Just like in the main dashboard, you have plenty of filtering options such as time period, which agents, tickets with a certain tag, You can also filter to only see tickets with a specific score. Some additional filters that are included in the CSAT Dashboard:
User groups
Conversation source
Help desk tags
Word cloud words
Comment size
Predicted CSAT drivers (available in the AI Suite)
CSAT reasons
Question type
Surveys
This is the main summary which displays your overall CSAT and/or CES score for this period with a breakdown of the scores. You can also set a feedback target here.
Survey Funnel
Shows you how many surveys were sent vs. how many responses and comments you received. This allows you to determine your response rate.
CSAT over time
Shows you both your CSAT, CES and IQS daily/weekly/monthly/quarterly and compares those scores to your target. You can also see the number of responses.
Feedback trends timeline card
In addition to keeping track of your overall CSAT score, monitoring survey progress, and identifying low-performing agents, you can now gain better visibility into the key drivers behind your CSAT.
On this card, you can drill your CSAT down by:
Channel
Conversation source
Helpdesk tags
CSAT/CES reasons
Predicted CSAT/CES drivers
Survey results by … card
Shows the same data as on feedback trends timeline but in as a table.
Tags from help desk
Displays tags from your help desk conversations with CSAT feedback.
Word Cloud
A word cloud showing you the most used words in CSAT comments.
CSAT by users
A breakdown of CSAT performance by user
Survey replies
A list of scores and their accompanying comments. The AI solution automatically understands and picks up patterns in the free text comments and tags them under pre-set categories on Klaus’ Survey dashboard. You can find a list of them here.
Exporting survey results
All cards from the Surveys dashboard can be exported with the export button or with the use of our API.
*The Survey Dashboard will only show the information if you use the native rating survey from your help desk. 3rd party surveys unfortunately are not exposed in the API so we cannot display them on the dashboard.