Survey Results

SmarterTrack surveys are built-in customer feedback tools that help businesses measure satisfaction and loyalty across support interactions. By creating and distributing customized surveys for tickets, live chats, and other channels, companies can capture valuable insights into customer expectations and overall service quality. Results are instantly available through detailed reporting and are even displayed directly on completed tickets and chats, giving managers and agents real-time context to improve performance and strengthen customer relationships.

To access Survey Results reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Survey Results will display, with all available report categories listed in the left-hand navigation panel.

note: The ability to see Survey Results > By Brand, By Agent and By Survey lists are determined by the agent or manager's role permission for Surveys. If Surveys are set to Full Control or Custom > View Summary, the agent or manager will see the survey results. All other survey reports, including Conversion rate (summary and trend), performance (summary and trend) and Answers are determined by the Reports role permission.

The following survey reports are available:

Conversion Rate - Shows the number of surveys completed by customers compared to the number of surveys offered by agents during a set time period.
Performance - Shows the average rating of each survey.
Answers - Shows the aggregate number of times a specific question was answered, given the question type. For example, a question with a valued range of answers (e.g., 1 - 10, 1 being good, 10 being amazing) show each answer and the number of times that answer was give. For short answer questions, each is listed separately with the answer given.

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

Agent - The agent about whom the survey was completed.
Answer Count - The total number of times a particular answer was give. This number will be larger for specific question types, such as simply yes/no questions.
Average Rating - The average overall score that the survey received.
Completion Date - The date the survey was completed by the end user.
Conversion Rate - The percentage of surveys offered that were completed by customers.
Given Answer - The text of the answer to the question asked.
Question - The text of the actual question asked on the given survey.
Rating - The overall score of the survey.
Related Item - The ticket number or live chat number that initiated the survey response.
Survey Name - The name of the survey offered.
Surveys Answered - The number of surveys completed by customers.
Surveys Offered - The number of surveys offered to customers.

Results

The Survey Results area displays completed survey data. At the top of the page, you can sort results by Survey Name, Agent, Completion Date, Related Item, or Rating, in either ascending or descending order. Use the Filter button to open a modal that allows filtering by Group, Department, or specific Surveys.

To access Survey Results reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Survey Results reports will display, with all available report categories listed in the left-hand navigation panel.

From the Results page, you can also:

Generate Reports - Create a detailed summary of survey responses based on your current filters. This provides a structured view of survey data for analysis.
Email Reports - Send survey results via email in HTML + Plain Text formats. This is useful for sharing results with managers, team leads, or other stakeholders without exporting files.
Export Reports - Download the survey data in CSV or TAB-delimited formats for use in spreadsheet applications or third-party analysis tools.
Print Reports - Print a formatted version of the report directly, making it easy to review results offline or distribute hard copies in meetings.

Viewing Breakdown Reports

The Breakdown report is designed for internal viewing and provides a detailed look at survey results across your organization. Reports can be generated for a specific Date Range and filtered by Brand, Department, Group, Agent, and Survey.

The Breakdown view displays survey results organized by:

Agent
Completion Date
Visitor
Related Item (such as a Ticket or Live Chat session)
Star Rating

This report gives administrators insight into the overall “heartbeat” of their support staff by highlighting customer satisfaction levels and trends.

note: Breakdown reports are resource-intensive. Because they query data from multiple databases, please allow extra time for the report to generate.