Step 7: Analyse results
Once you have completed your survey and have gathered all the responses that you need, you are ready to analyse the results.
Where do I find the survey results?
You can access you survey report in two different ways. You will need to be in the“See result or edit survey“ mode to be able to access the report.
- Go to the survey that you wish to view the results for and just click on the name of the survey to access the report.
- You can access the report directly by clicking the icon on the right side, among the options for that specific survey.
Once you enter the results it will be displayed in an overview with an aggregated result on all of the questions in the survey.
Different levels of analysis
You can do the analysis of your results in different steps in order to best identify the areas of interest in your report.
Step 1: Analysis on an overall level
In this step you will go through the result in order to find points of interest and get an overall perception of the result. A couple of interesting things to look at:
- Number of answers per question.
- Identify low and high scores on different questions.
To help you in this step you can use the average values and the standard deviation of your weighted questions.
Step 2: Analysis of subgroups
With this step you will look at the result of specific groups of your target group, e.g. different customer groups or departments.
- Create filters, breakdowns and comparing groups.
- Identify low and high scores on different questions for a specific group.
- Find areas of improvement to increase satisfaction and loyalty.
Step 3: Identify factors that drive loyalty, satisfaction and NPS
What are you doing that your customers or employees are satisfied with? This is a very important aspect of the result to identify in order to understand your target group. To measure this, you will need to take your customers/employees into consideration. Find out what is important for them and how you can live up to those expectations.
One way to get this data is by asking two questions:
- How satisfied are you with X?
- How important is X to you?
Another way is by identifying two things:
- The factors with the biggest impact on the overall satisfaction.
- Important strengths and weaknesses.
What can I do in Report?
The first thing you will see when viewing the result in the insight platform is the information at the top of the page, this will always be here regardless of what type of survey you have done.
On the top row you will get some valuable insight regarding the survey, Days left and live, amount of answers (absolute numbers and percentage) and amount of completes (the number of respondents that completed the survey).
Below that you will find the different tools at our disposal when working with the result. This toolbar will also follow you if you scroll down to view the result so that you will not have to scroll back to the top to use any of the functions.
- Reset – Restore the report to create a new filter or breakdown in the survey. You can read more about resetting your report here.
- Save & Load – Save new or manage existing reports in this survey. Read more about Save and Load.
- Share – Share your saved reports with colleagues, management groups, or customers directly from the system. You can read more about Share here.
- Export – Download your report to different formats. Read more about Export.
- Filter – Filter your result based on different time periods, for example, a certain month, week or 5-day period. You can also view the different series you have created, or remove existing filters from this menu.
- Add Series – Click “Add series”to add additional columns to your results to work on comparing your results based on various queries and response options in the survey (You can read more about our “Add series” and cross tabulation functions here).
- Show hidden – Click here to view the questions you have chosen to hide in your report.
- Presentation – Click this to enter a presentation mode of your survey results in your browser. A great way to display the results immediately, without having to export any data!
- Settings – Different settings for how the results appear in your report. Read more about Settings.
When viewing the result of a question
When you look at the outcome of a question, you will always see the different options the respondent had to provide an answer and the number of answers in absolute numbers and percentages. The total number of answers for the entire question will also appear below the last option.
A graph is created automatically, based on your question. You can very easily change the graph by clicking the arrows that appear on each side of the graph as you hover over it.
Up in the right corner are two icons as well:
If you click on this crossed out eye, you choose to hide the question. It will not be displayed if, for example, you share the report with someone. To undo this setting, click “Show hidden” in the toolbar and then click on the eye-icon again and the query will reappear.
The gear symbol allows you to edit the appearance of questions and graphs, such as to change graph types and colors or add text and charts to display the results of this specific question over time.
When you click on the gear, you can add new items. An object can be a new chart, a table, or just a textbox into which you can write an explanatory text about the question and its results. You can also expand the width of the existing objects by clicking on the two arrows pointing to each other and add text to a chart or question by clicking the T symbol. You can also change the graph type by clicking on the little graph symbol. To delete an item, click the trash symbol.
In the top right corner of this menu, there are additional options: the left button allows us to reset the options in alphabetical order instead of the order in which they were created. Click the colour palette to change graph colours in this specific question. The symbol to hide the question is also displayed in this mode, and the cross allows you to close the edit mode.
Open text answers
All open questions are displayed by default in the form of a word cloud. Here you can hide questions from the report as well as edit the word cloud.
By clicking on one of the words in the word cloud, you can see how many times the specific word has been used in the answers. Here, you get the options to hide the word from this particular word cloud or to include this answer in the report. You can also use the words as filter and show only the answers that contain the specific word or no answers that contain that specific word.
If you have weighted questions in your survey, averages and a standard deviation are shown directly in the results. (See examples in the image below.)
The standard deviation is a measure of the deviation from the mean in a series of values. The greater the spread of the registered answers, the greater the standard deviation value. The deviation is a simple calculation of the average values of all responses based on the weights you have submitted to the question.
If you have a NPS question marked in your survey, it will be displayed with its own presentation as standard in the report (see image below). In this, the number of “Detractors”, “Passives” and “Promoters” is presented alongside a total NPS value.
You can, of course, also edit this question type to change the graph type or to add other items.
To read more about NPS, click here.