Once a survey is triggered, and a response is received, Freshsurvey captures the responses and displays the same under the Responses Tab.
You can view the responses by clicking on a particular contact to open up the individual response window. This window provides a detailed view of the answers received, contact details, product and account status, and other information. This window will also highlight the ‘transaction properties’ for more context.
How does this help me? Let’s look at an example.
Your customer raises a ticket regarding some queries that they have. You move on to resolve the ticket and mark it as complete. As a next step, Freshsurvey’s workflows trigger a CSAT survey to your customer to monitor service feedback.
Read more about workflows here
Responses to your surveys can only be captured on Freshsurvey. Hence, to provide you with some context about the triggered survey, and the response received, you can choose to pass transactional fields like ticket ID, agent name, agent email, ticket source - email, phone ticket, ticket type or priority, and many more to Freshsurvey, from your CRM.
This information against a particular response clarifies and helps understand customer responses better.
Note:
Upto a maximum of 100 transactional properties can be captured by Freshsurvey. However, upto only the first 20 will be displayed as filter options. This is at an individual survey level, and each survey will capture all the properties sent along with the request payload for that particular contact. Similarly, the first 20 fields received across the collectors at the survey level will be filterable and shown in the response filters.
How to filter responses?
In addition to the regular filters for responses like company name, rating given, response channels, lists or segments, and so on, the responses can also be filtered by “Transaction fields.”
To provide you with some context about the triggered survey and the responses received, you can choose to pass transactional fields like ticket ID, agent name, agent email, ticket source - email, phone ticket, ticket type or priority, and many more to Freshsurvey, from your CRM.
These fields will be visible under the ‘Filter’ panel to the right of your screen. You can then proceed to display selected responses based on these fields shown under the ‘Transactional fields’ filter options.
Note:
Upto a maximum of 100 transactional properties can be captured by Freshsurvey. However, upto only the first 20 will be displayed as filter options. This is at an individual survey level, and each survey will capture all the properties sent along with the request payload for that particular contact. Similarly, the first 20 fields received across the collectors at the survey level will be filterable and shown in the response filters.
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.
