Using the surveys dashboard

What's my plan?

Add-on

Quality Assurance (QA) or Workforce Engagement Management (WEM)

The Surveys Dashboard allows you to view and analyze the results of your surveys.

Attention: The Survey Dashboard will only show information if you use the native rating survey from your help desk. Third-party surveys are not exposed in the API and cannot be displayed on the dashboard.

This article will guide you through accessing and using the Surveys Dashboard to gain valuable insights into your customer support performance.

This article contains the following sections:

• Accessing the surveys dashboard
• Using filters
• Understanding survey results
• Exporting survey results

Accessing the surveys dashboard

To access the Surveys Dashboard

• Navigate to Dashboards > Surveys 
• Use the filters to narrow down the data based on specific criteria.

Using filters

The Surveys Dashboard offers various filtering options to help you focus on specific data. You can filter by time period, agents, ticket tags, and specific scores. Additional filters include:

• User groups
• Question type
• Scores
• Response language
• Sources
• Help desk tags
• Word cloud words
• Comment size
• Predicted drivers (available in the AI Suite)
• Feedback reason
• Channels
• Custom filters based on the help desk

Understanding survey results

The Surveys Dashboard provides several cards to help you understand your survey results:

Surveys

This card displays your overall CSAT (Customer Satisfaction Score) and/or CES (Customer Effort Score) for the selected period, along with a breakdown of the scores. You can also set a feedback target here.

CSAT is calculated by dividing the sum of all responses by the sum of total possible maximum scores.

Survey funnel

This card shows the number of surveys sent versus the number of responses and comments received, allowing you to determine your response rate.

Surveys over time

This card displays your CSAT, CES, and IQS (Internal quality) scores over different time periods (daily, weekly, monthly, quarterly) and compares them to your targets. It also shows the number of responses.

Feedback trends timeline card

This card helps you monitor survey progress, identify low-performing agents, and gain visibility into the key drivers behind your survey results. You can drill down by:

• Channel
• Conversation source
• Help desk tags
• CSAT/CES reasons
• Predicted CSAT/CES drivers

Tags from help desk

This card displays tags from your help desk conversations with CSAT feedback.

Word cloud

This card shows a word cloud of the most used words in CSAT comments.

CSAT/Survey by users

This card provides a breakdown of CSAT performance by user.

Surveys/CSAT by

This card shows the same data as the feedback trends timeline but in a table format.

Survey responses

This card lists scores and their accompanying comments. The AI solution automatically understands and tags patterns in the free text comments under pre-set categories on the Zendesk QA Survey dashboard. You can find a list of them here. This feature works only for responses in English.

Exporting survey results

All cards from the Surveys Dashboard can be exported using the export button or through our API.