> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Survey Analytics

> Analyze survey responses, track trends, filter by segment, and export data from the HoopAI survey analytics dashboard.

The survey analytics dashboard in HoopAI gives you a complete view of how your surveys are performing. Track response rates, score distributions, drop-off points, and trends over time. Filter data by date range, channel, or contact segment to uncover insights that drive action.

## Survey response dashboard

Access survey analytics by navigating to **Sites > Surveys** and selecting a specific survey. The analytics tab provides an at-a-glance summary of key metrics:

* **Total responses** -- the number of completed survey submissions
* **Response rate** -- completed submissions as a percentage of total survey views
* **Average score** -- the mean rating across all responses (for surveys with rating fields)
* **NPS / CSAT score** -- calculated loyalty or satisfaction score (if applicable)
* **Completion rate** -- the percentage of respondents who finished every slide

<Note>
  Analytics update in near real-time. New submissions typically appear in the dashboard within a few minutes.
</Note>

## Response rates and trends

Understanding how your response rate changes over time helps you optimize distribution timing and survey design.

<Tabs>
  <Tab title="Response volume">
    A time-series chart showing the number of responses received per day, week, or month. Use this to identify:

    * Spikes from email or SMS campaigns
    * Drop-offs after initial distribution
    * Seasonal patterns in engagement
  </Tab>

  <Tab title="Response rate trends">
    Track the ratio of completions to views over time. A declining response rate may indicate survey fatigue, poor timing, or overly long surveys.
  </Tab>

  <Tab title="Channel comparison">
    Compare response rates across distribution channels (email, SMS, web embed, direct link) to identify which channel drives the most engagement.
  </Tab>
</Tabs>

## Score breakdowns

For surveys with rating or NPS fields, the score breakdown section shows how responses distribute across the scale.

### NPS breakdown

| Segment    | Score range | Count | Percentage |
| ---------- | ----------- | ----- | ---------- |
| Promoters  | 9 -- 10     | Shown | Shown      |
| Passives   | 7 -- 8      | Shown | Shown      |
| Detractors | 0 -- 6      | Shown | Shown      |

### CSAT breakdown

A bar chart or pie chart showing the number of responses at each rating level (e.g., 1 through 5). The CSAT percentage is calculated from the top two ratings.

### Per-question analysis

If your survey has multiple rating questions, each one gets its own score summary. This lets you compare satisfaction across different aspects (e.g., product quality vs. support experience vs. delivery speed).

## Filtering by date, segment, and channel

Narrow your analytics view using filters to find patterns in specific subsets of your data.

<Steps>
  <Step title="Date range filter">
    Select a predefined range (last 7 days, last 30 days, this quarter) or set a custom date range. Date filters apply to all charts and metrics on the page.
  </Step>

  <Step title="Contact segment filter">
    Filter by contact properties such as tags, smart list membership, assigned user, or custom field values. This helps you compare satisfaction across customer segments.
  </Step>

  <Step title="Channel filter">
    Filter by distribution channel to compare how respondents from email, SMS, or web embeds rate their experience differently.
  </Step>

  <Step title="Question-level filter">
    Drill into a specific question to see response distributions for that question alone. Useful for multi-question surveys.
  </Step>
</Steps>

<Tip>
  Combine filters to answer specific questions. For example, filter by the "Enterprise" tag and "Last 90 days" to see how your enterprise clients' satisfaction has trended this quarter.
</Tip>

## Per-slide drop-off analysis

Survey analytics include slide-level engagement data that reveals exactly where respondents abandon the survey.

* **Views per slide** -- how many respondents reached each slide
* **Drop-off rate** -- the percentage of respondents who left at each slide
* **Completion funnel** -- a visual funnel showing how many respondents progressed from slide 1 through the final slide

A slide with a drop-off rate above 20% is a signal to review the question. Common causes include:

* Too many required fields on a single slide
* A question that feels too personal or invasive
* A confusing question that respondents cannot easily answer
* The survey is too long and respondents lose interest

## Exporting survey data

Export your survey data for external analysis, reporting, or record-keeping.

<CardGroup cols={2}>
  <Card title="CSV export" icon="file-csv">
    Download all survey responses as a CSV file. Each row represents a submission and includes the contact name, email, timestamp, and all field responses.
  </Card>

  <Card title="Filtered export" icon="filter">
    Apply date, segment, or channel filters before exporting. The CSV will only include responses that match your active filters.
  </Card>

  <Card title="Individual responses" icon="user">
    Click into any individual response to view the full submission. From there, navigate directly to the contact record in the CRM.
  </Card>

  <Card title="Scheduled exports" icon="clock">
    Use workflow automation to export and email survey data to stakeholders on a recurring schedule (weekly, monthly).
  </Card>
</CardGroup>

## Using survey data in reports

Survey data can be incorporated into your broader reporting strategy within HoopAI.

<AccordionGroup>
  <Accordion title="Dashboard widgets">
    Add survey metrics to your custom dashboards. Display NPS trends, CSAT scores, or response counts alongside other KPIs like revenue and appointment volume.
  </Accordion>

  <Accordion title="Contact-level insights">
    Because survey responses are mapped to custom contact fields, you can use them in smart lists, workflow conditions, and contact reports. For example, create a smart list of all contacts with a CSAT score below 3 for targeted outreach.
  </Accordion>

  <Accordion title="Trend comparisons">
    Compare survey scores across time periods (month over month, quarter over quarter) to measure the impact of operational changes on customer satisfaction.
  </Accordion>

  <Accordion title="Team performance">
    If you tag survey responses with the assigned team member, you can compare satisfaction scores by team member to identify training opportunities or recognize top performers.
  </Accordion>
</AccordionGroup>

<Warning>
  Survey data is most valuable when response rates are high enough to be statistically meaningful. Aim for at least 30 responses before drawing conclusions from the data.
</Warning>