What is the Response Details report?
The Response Details report details the answers given to the survey by an individual customer.
How to access the Response Details report
Click on the "Responses" link in the primary navigation and then click the "View response" button for the response you wish to view.
The Response Details report explained
- Response detail section
The Response Details section provides high level information about the response, such as the survey and colleague it relates to, when the response was received, whether an alert was triggered and whether the customer fully completed the survey.
- Alerts For This Response section
The Alerts For This Response section provides details of any alert that has been triggered by answers in this response. This box does not display if no alerts have been triggered. It displays the name of the alert, who it was sent to, what type of alert it is and whether the alert has been actioned (see "Close" button for more information).
- "Close" button
Clicking this button displays an overlay which allows you to add a note for the triggered alert. Simply type in your note and click "Save Note".
If a note has been added, the "Add" button is replaced with a "View" button. The alert will also be marked as actioned and it also lists who actioned it (i.e. who added the note). Clicking the “View” button will display the note that has been added.
- Survey section
This section shows the responses the customer gave to specific questions. Answers are highlighted for scale questions and the verbatim is provided where relevant.
- Play / Download icons for verbatim answer
Clicking the play icon plays the actual audio that was recorded during the call. The download link allows you to download the audio to your computer.
- Survey Notes section
The notes section allows you to add a free format response to the note that is then saved for future reference. To do this, simply type your note into the box provided and click the “Add Note” button. Your note is then displayed in the box shown.
- Custom data
This shows the custom data related to the customer.