Step 7: Analyse results
Once you have completed your survey and gathered all the responses that you need, you are ready to analyse the results.
Where do I find the survey results?
You can access your survey report in two different ways. First, you will need to be in the“See result or edit survey“ section of the Netigate tool to be able to access it. From there, you can do either of the following:
- Go to the survey that you wish to view the results for and simply click on the name of the survey to access the report.
- You can also access the report directly by clicking the graph icon on the right-hand side, alongside the other options for that specific survey.
Once you enter the report, you will see an overview of the aggregated results for the questions in the survey.
Different levels of analysis
You can carry out the analysis of your results in different stages in order to identify different areas of interest:
Step 1: Analysis on an overall level
In this step, you can go through the results with a view to getting an overall picture of the outcome, while identifying some general points of interest. A couple of interesting things to do at this stage include:
- Consider the 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
Next, you can break the results down by specific target group(s), e.g. different customer groups or departments.
- Create filters, breakdowns and comparison 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 improved 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?
Regardless of what type of survey you are conducting, you will always see the same information at the top of the insight platform when viewing results.
On the top row, you will find useful information regarding the survey, such as days live, days remaining, answers (absolute numbers and percentage), as well as the number of complete responses to the survey.
Below that, you will find different tools at your disposal for working with the results. This toolbar is not static and will remain visible as you scroll up and down the page, allowing you quick access to the following 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 saved reports with colleagues, management groups, or customers directly from the system. You can read more about Share here.
- Export: Download your report in different formats. Read more about Export.
- Filter: Filter your results based on different time periods, e.g. 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 them 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 your survey results in presentation mode, in your browser. This is a great way to display the results immediately, without having to export any data!
- Settings: Different settings that determine how the results will appear in your report. Read more about Settings.
When viewing the result of a question
When you look at the results for a question, you will see the different options that a respondent had to choose from, plus the number of answers for each in absolute numbers and percentages. The total number of answers for the entire question will also be available here.
A graph is created automatically, based on the components of your question. You can easily change the graph by clicking the arrows that appear on each side as you hover over it.
Up in the right-hand corner, you will see two icons:
If you click on this crossed out eye icon, 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 icon again to make the query reappear.
The gear symbol allows you to edit the appearance of questions and graphs. You can, for example, change graph type, colours, add text, or add charts that display the results of this specific question over time.
Click the ‘T’ icon to add text to charts or questions. This is useful for adding explanatory notes about the question and its results. The next icon, showing two arrows pointing away from each other, allows you to alter the width of existing objects. Next to this, you will see the graph icon, which allows you to change graph type. Finally, the trash can icon allows you to delete an item.
In the top right-hand corner of this menu, there are additional options: the leftmost icon allows you to reset the options in alphabetical order instead of the order in which they were created. Click the colour palette to change graph colours for the specified question. The symbol to hide the question is also displayed here, and you can exit edit mode by clicking the cross icon.
Open text answers
All open text questions are displayed, by default, in the form of a word cloud. Here you can hide questions from the report and edit the word cloud.
By clicking on an individual word in the word cloud, you can see how many times that specific word has been used in answers. You also have a few other options: you can hide the word from being displayed in the cloud, include it your report, exclude it from your report, or show all answers containing the word.
If you have weighted questions in your survey, averages and a standard deviation are shown directly in the results. See the image below for examples.
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 allocated to the question.
If you have an 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.