What are responses?

Responses allow you to view the answers received for the surveys you’ve sent out. You can view the responses and perform several follow-up actions, that help close the loop, gather specific feedback, and more.


Responses can be accessed via the navigation bar to the left on any screen in Freshsurvey.



Viewing responses

To view responses to your survey:

  1. Start by clicking ‘Responses,’ in the left navigation bar
  2. You can see a list of responses on the left pane of the screen. The middle section displays the actual responses collected and in the right pane, you can see the contact information. 
  3. To switch between the responses received against a different survey, click the hamburger menu next to the name of the current survey to access a list of surveys that have been sent out.

Filtered response view

Under the 'Responses' Tab, on selecting a survey and then applying filters, users have the option of saving that particular data set as a unique "filtered" response view. Once saved, all the filtered views can be accessed by clicking on the hamburger menu at the top left corner of the responses window.


Note: If your survey doesn't show any responses, it means no valid responses have been collected. Enable a collector and wait for customers to view your survey.



Response actions

Response actions allow you to perform additional tasks against individual responses. There are seven actions that can be performed:

Workflow:
These are sequenced actions or automation that can be triggered at the click of a button. Learn more here

Share: 
This lets you share a response with other members of your team. Responses can be shared with team members who don't have access to Freshsurvey as well

Mark invalid:
Use this action to remove responses from your count. It essentially filters out spam.

Non-actionable:
Feedback like 'good,' or 'awsome,' cannot be acted upon. Use this action to filter out such responses.

Delete: 
The delete function allows you to delete a response permanantly.


Edit:
In the case of ‘Edit,’ the response will feature prompt informing users that the response has been edited. The recommended use for the edit feature is to polish up a customer response by fixing typos or improving sentence structures.


Important: Freshstatus does not recommend using the edit feature to change customer responses to suit business needs. We consider such acts to be unethical.


Add a note

The note function can be found under the customer's response. The note function allows you to leave additional instructions for yourself or a team member.