Surveys analytics

The bot Survey analytics is very helpful to see how users are rating the bot experience.
It will help you explore the different user reviews and jump in the related conversations to understand what happened before the survey. Ultimatelly, Bot Survey analytics will help you improve the bot and therefore the user satisfaction πŸ™‚
To access the bot survey reports: open the analytics module and click on the Surveys tab.

If you have set up one or multiple surveys for your bot, user feedbacks will be shown there.
If you haven't set up your bot surveys yet, you can check the survey guide here.
Otherwise, let's go through the different KPIs and interactions you can get from your live surveys!

Survey types

As you can have 2 type of surveys attached to the same bot and because their results can be quite different, each survey will have its own report.
The survey type filter will let you pick wich report you want to see.

Now let's dive on each report!

Conversations surveys

This report is composed of KPIs as well as the raw survey results

Key Performance Indicators

  • Survey sent: the number of surveys completed by the users
  • Positive reviews: the number of thumbsups πŸ‘
  • Average rating: Average score given on a 5 stars ⭐️ range

Surveys results
Each result comes with the following information:

  • Customer: If users are authentified, the full name of the customers will be shown here
  • Date: The date and time of the survey completion
  • Feedback: In the case where you have activated the πŸ‘πŸ‘Ž question in this survey
  • Score: In the case you have activated the ⭐️⭐️⭐️⭐️⭐️ rating question in this survey
  • Comment: In the case you have activated text comments in the survey

For each survey result, you can you can have access to the full conversation by clicking on the Open Conversation button.
The conversation will then be opened on a new tab of your browser.

Available filters
As always, you have many ways to filter the survey results:

  • By language
  • By channel
  • By date
  • By numbers of stars ⭐️
  • By positive/negative feedback πŸ‘πŸ‘Ž

Answers surveys

This report is composed of KPIs as well as the raw survey results

Key Performance Indicators

  • Positive reviews: the number of thumbsups πŸ‘

Surveys results
Each result comes with the following information:

  • Customer: If users are authentified, the full name of the customers will be shown here
  • Date: The date and time of the survey completion
  • Feedback: In the case where you have activated the πŸ‘πŸ‘Ž question in this survey
  • Question: the user message leading to the evaluated answer
  • Answer: the evaluated message

For each survey result, you can you can have access to the full conversation by clicking on the Open Conversation button.
The conversation will then be opened on a new tab of your browser.

Available filters
As always, you have many ways to filter the survey results:

  • By language
  • By channel
  • By date
  • By positive/negative feedback πŸ‘πŸ‘Ž