SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Survey Trend Reports

To access survey reports, click the reports icon. Then expand the Trend Reports and Survey Reports folders. The following survey reports are available. Note: For information on the options available for each report listed, see the Reports Overiew.

  • Survey Conversion Rate Trend - Shows the number of surveys completed by customers compared to the number of surveys offered by agents over time.
  • Survey Performance Trend - Shows the average rating of surveys over time.

Depending on the report selected, the following report items are available:

  • Average Rating - The average overall score of surveys over time.
  • Conversion Rate - The percentage of surveys offered that were completed by customers.
  • Surveys Answered - The number of surveys completed by customers.
  • Surveys Offered - The number of surveys offered to customers.

Note: A breakdown of survey results by level, agent, or survey is not available from the reporting section. This information is available in the survey section. To access this section, click the Knowledge button on the main toolbar and then click the Surveys control bar. Then expand Survey Results in the left tree view.