Reading Survey Results

A survey's results are on its Results tab. A draft has no results yet; start the survey and publish the website to begin collecting.

If the survey is running but nobody has answered, the tab tells you how many times it has been shown so far, or that it has not been shown to anyone yet. "Not shown to anyone yet" usually means the website has not been published since the survey started.

The tab has these sections, from the top: the summary, the distribution, By question, By variant, Over time, Sentiment and Responses.

The summary tiles

• Score: the headline figure, on NPS, CSAT and CES surveys. A Custom survey has no single score; read its score questions under By question.
• Responses: how many visitors answered, with how many times the survey was shown underneath. On NPS, CSAT and CES surveys this counts answers to the score question. On a Custom survey it counts submissions, one for each visitor who sent the survey.
• Response rate: responses divided by the number of times the survey was shown, to one decimal place.
• Comments: how many text answers have been written.

How the score is calculated

• NPS runs from −100 to 100. Scores of 9 and 10 are promoters, 7 and 8 are passives, and 0 to 6 are detractors. NPS is the percentage of promoters minus the percentage of detractors, rounded to a whole number. Passives count towards the total but neither add nor subtract.
• CSAT is the average score on the 1–5 scale, to one decimal place.
• CES is the average score on the 1–7 scale, to one decimal place. Higher means easier.

Distribution

NPS surveys show the share of promoters, passives and detractors, and CSAT surveys show the share of satisfied (4 and 5) and unsatisfied answers, each with its count. CES and Custom surveys have no distribution panel.

By question

Every question has a card with its number, its type, its text and how many people answered it.

• A score question shows its net score, on the 0–10 scale, or its average, on the 1–5 and 1–7 scales, and a bar for every point on the scale with its count and share, including points nobody picked.
• A single or multiple choice question shows every option with its count and share, including options nobody picked.
• A text question points you to the responses feed below, filtered to answers with a comment.

For multiple choice, each share is of the people who answered that question. One person can pick several options, so the shares can add up to more than 100%.

Over time

Choose By day or By week. A bar chart shows responses per day or per week, and on NPS, CSAT and CES surveys a line chart shows the score over the same periods. Days are whole UTC days and weeks start on a Monday. Days without responses are shown as zero, and the chart covers up to the last 400 days or weeks.

Responses are timestamped by Pertento's server when they arrive, not by the visitor's device, so a phone with the wrong date cannot move an answer on the chart.

Sentiment

If sentiment analysis is switched on for the survey, a sentiment panel counts the comments classified as positive, neutral and negative, and how many are still waiting to be classified. Sentiment analysis is off by default; how to switch it on, and what it costs, is in Sentiment Analysis on Survey Comments.

The responses feed

The feed shows one card for each visitor who answered, newest first, 25 to a page. Each card lists that visitor's answers to the whole survey: each question with its score, the option or options picked, or the comment and its sentiment. Below them are the date and time and the visitor's device type.

Answers collected before the feed began grouping them by visitor are still shown one answer to a card, and each counts once in the feed's total.

Filter the feed with all, positive, neutral or negative, and the With comment switch. A filter keeps a whole card when any one of its answers matches. The sentiment filters only match anything once sentiment analysis has classified the comments.

By variant

Every answer records the experiment variants the visitor had seen, and By variant splits the results by them: views, respondents, response rate and every question, per variant. A survey tied to an experiment opens it straight away; for any other survey, use Compare by variant. See Survey Results by Experiment Variant.

Freshness

Answers appear on the Results tab as soon as they are given. The number of times a survey was shown is collected once a minute, so the response rate can trail the response count by about a minute. When you change page or switch between days and weeks, the current results stay on screen until the new ones have loaded.

What the Results tab does not do

Results are always for the survey's whole life: there is no date range or device filter, and no export. If a survey is ended and started again, both runs are read as one.