Responses and Working with Responses

The Responses section is used for viewing and analyzing survey results. Responses can be opened within a specific survey or in the general table across all available surveys.

• Within a survey, only responses for that survey are displayed.
• The general Responses table displays responses for all surveys available to you.

Basic Response Data

The table can display the following data:

• Response number
• Response date — date and time the response was submitted by the respondent.
• Survey name
• Location — the location associated with the response. Automatically determined for responses from an automatic mailing based on the Closed check trigger; in other cases it may be absent.
• Response source — shows how the response entered the system: Mailing, Public link or Entered manually.
• Channel — delivery channel, if the survey was sent via mailing. For a public link and manual entry, the field may be empty.
• Added by — for a manual response, shows the employee who entered the data.
• Text responses — the number of text comments in the response, including text in the Custom option field.
• Ratings — ratings left in Rating type questions.
• Device — Mobile or Computer, depending on the device from which the response was submitted.

For responses received after an automatic mailing, the following may be displayed:

• Trigger — the event after which the mailing was sent;
• Trigger date — date and time of the event;
• Tables — tables associated with the event;
• Served by — employees who served the guest.

If the response is linked to a guest profile, the following may be displayed:

• First and Last Name;
• Phone;
• Email;
• Gender;
• Date of birth.

Response Filters

Period

The Period filter limits responses by the date they were received. The maximum date is the current day.

Depending on the available data, responses can be filtered by the following parameters:

• Trigger date
• Response source
• Channel
• Who added — the employee who added the manual response, or the system;
• Served by — the employee associated with the event;
• Ratings — a range of rating values; if a response has several ratings, a match on at least one is sufficient;
• Tables
• Has text responses
• Device

In the general table, the following are additionally available:

• Locations — including the option No location;
• Survey — filter by survey name. The list includes published and unpublished surveys; drafts are not displayed.

Viewing a Response

To open detailed information, click on the response row.

The details window may display:

• Response number;
• Guest and their phone number;
• Location;
• Survey name;
• Date and time of response;
• Response source;
• Employee who added the manual response;
• Device;
• Check number, if the response is linked to a check;
• Tables;
• Employees who served the guest;
• Answers to the survey questions.

Adding a Response Manually

Manual addition is used when an employee conducts a survey on behalf of a guest, for example over the phone.

1. Open the general Responses table.
2. Click Add response.
3. Select a Location. The list displays locations available to you.
4. Select a Survey. Before selecting a location, this field is unavailable. The list displays only published surveys for the selected location.
5. Enter the guest's primary phone number.
6. Click Add response.
7. If an active guest profile is found, the system will open the selected survey.
8. Complete the survey on behalf of the guest and submit the answers.

After submission, the system creates a new response and links it to the selected location, survey and guest. The source Entered manually is set for such a response.

Deleting a Response

To delete a response:

1. Find and select the response in the table.
2. Select the action Delete.
3. Confirm the deletion.

After deletion, the response receives the system status Deleted and is no longer used in working data.

The system also reduces the number of responses for the survey and recalculates related guest metrics, auto-tags and segments.