The Reports page is where you get your scores as a table. You can set a date range, filter down to the responses you want, group the rows by team member, company or month, and download the result as a CSV. Save it as a view and it'll email itself to whoever needs it, on whatever schedule you set.

A report is a pivot table, and you build it with four controls: the date range and the filters decide which responses go in, the segments decide what each row is, and the survey metric decides which score column you get.

Segments are row groupings. Set the primary segment to Team member and you get one row per agent. Add Month as the secondary segment and each of those rows breaks down into months.

Every numeric column also carries a totals row across the top, holding the figure for everything in the report at once. That's where you read a workspace-wide number when the rows themselves are split.

The default is the last 90 days, one row per survey, with the survey metric on All.

For example, a per-agent leaderboard is Primary segment set to Team member with any survey metric chosen: each row then carries that agent's score and their response count. For a month-by-month trend on one survey, filter to that survey and set the primary segment to Month.

Filters decide which responses the report counts. Click Add filter, pick a field, then pick the values you want.

You can filter on survey, rating value, sentiment, ticket ID, email event, team member name, team member email, team member external ID, team member group, customer name, customer email, company, IP address, tag, customer tag, source and language. Any custom field you collect on customers or on tickets shows up in the same list, and so do collaborator roles.

Rules combine with and/or logic and can be grouped, which is how "this company, and either of these two tags" becomes one filter set.

Team member group is how you report on a team as a unit, like every agent in one country.

Currently, you can't filter a report by topic. Topics show up on the Feedback page and on dashboards instead.

Segments turn the filtered responses into rows. You can segment by company, survey, survey type, customer, team member, question, year, quarter, month, week, language and tag, plus every custom customer field and ticket field your workspace collects.

The primary segment always holds a value, and you can leave the secondary one unset. Whichever dimension you use in one isn't available in the other.

Time dimensions are how you get grouped history: primary segment Month with a twelve-month date range gives you twelve rows, and Quarter gives you four.

If one survey covers several channels, you can split it by passing the channel on the rating link as a custom parameter, like t_channel={{ticket.channel}}. Any parameter you send with a t_ prefix becomes a field named after it, and it's available as both a filter and a segment. Responses you collected before you added the parameter won't have a value for it.

Survey metric decides which score column the report shows.

Positive, neutral and negative counts show on every setting, alongside the response count. Each figure sits under current, meaning the range and filters you've set, next to a % change column comparing it with the equivalent period immediately before.

A score is calculated once, over everything in the range.

CSAT and CES are the positive responses divided by all responses, shown as a percentage. Neutral responses sit in the denominator and pull the score down. NPS is the percentage of promoters minus the percentage of detractors, with passives counted in the total and adding to neither side.

Averaging twelve monthly scores won't give you the same number as a twelve-month report, because the twelve-month report pools all the responses first. Year-to-date works the same way: it's one calculation over the whole range.

Each period stands on its own, calculated only from the responses inside it. When the response count is small, one response moves the score a long way.

A score of 0 means promoters and detractors came out equal, or no responses were positive. A period with no responses shows a dash.

Response rate is the number of responses divided by the number of surveys recorded as opened.

What counts as an open depends on how the survey reaches someone.

You'll find the response rate with the Responses columns, beside the count and the change against the previous period.

A survey that never reached its recipient records no open, so a send stopped by a bounce or an unsubscribe stays out of the denominator entirely.

Segmenting by question, tag or language leaves the response rate blank, because a row of answers doesn't have a matching set of opens.

Once a report looks the way you want, click Save filters. In the Save view dialog, choose Save changes to the existing view or Create new view.

A view stores the date range, the filters, both segments and the survey metric, and it gets its own entry under Reports in the sidebar. Use the star at the top of the page to mark it as a favorite.

A date range saved from a preset rolls forward. Save Last 30 days into a view and it means the last 30 days every time you open it. Start and end dates you pick by hand stay fixed.

To rename a view, open it and choose Edit view from the menu beside Download CSV. The view keeps its filters, its link and its schedules, and it stays in your favorites. To remove a view, choose Delete report view from the same menu.

If you just need one file right now, you don't need a schedule at all: use Download CSV on a report, or Export feedback on the Feedback page.

A saved view can email its CSV to a list of people on a repeating schedule. Open the view and click Schedule report.

The email carries a link to the CSV, and that link expires seven days after it goes out.

A view can hold several schedules. Click Schedule report on a view that already has one and you land on Schedules, which lists every schedule with its recipients, frequency and next few send dates. Edit and delete sit beside each one, and Create schedule adds another.

Send now on a saved schedule sends the report straight away to everyone on its recipient list. It's also how you get a fresh download link once one has expired.

Saved Feedback views schedule the same way, and they send individual responses, which is what you want if a client needs a recurring file of their own feedback.

Download CSV saves the report exactly as it stands on screen: the rows, columns and totals your current segments and metric produce.

Each reporting surface downloads something different.

Date filters follow your workspace time zone, but the timestamps inside an exported CSV are in UTC. That means a range can look like it starts a day out from what you saw on screen.

Survey metric is on All, which shows counts without a score. Choose CSAT, NPS, CES or 5-STAR.

Widen the date range first. All time sits at the bottom of the preset list and rules the range out as the cause in one click.

Then check the filters. Rules combined with and logic exclude everything when two of them cover different values of the same field, like survey A and survey B.

A dash in a score column means no responses matched for that row.

Segmenting by question, tag or language leaves the response rate blank, and the column header picks up a warning marker to say so. Move that dimension into a filter and the figure comes back.

Check whether anything matched. A schedule whose view found no responses for the period sends no email at all, so an empty period looks the same from your inbox as a delivery failure. Open the view, widen its filters or date range, and use Send now to confirm.

The email comes from [email protected], so search your inbox and spam folder for that sender.

If several people stopped receiving reports at once, or your subscription lapsed, contact us and we'll take a look at the schedule.

Links expire seven days after the email goes out. Open the view, click Schedule report, edit the schedule and use Send now for a fresh link.

Schedules live on the view they were created on. Open that view and click Schedule report to see, edit or delete every schedule attached to it.

Start with which surface the number came from. A report row, a survey dashboard score and the 90-day moving average line are each calculated over a different window.

Then check the date range and the grouping, and look at the response count for that period. A handful of responses moves a score sharply, and an average of monthly scores won't equal the pooled score for the same year.

Check the survey's expiration settings first, since a survey can be closed to new responses.

Then check Engagement activity on the survey dashboard for opens without completions, which tells you the survey is reaching people.

A click in Email activity records that someone followed the survey link. The response is recorded when the survey page loads and the rating is submitted, so clicks running ahead of responses means people are arriving and leaving before they submit.

Reports aggregate, so they carry counts and scores. You'll find comments on the Feedback page and in the feedback export, where every response keeps its text.

Yes. Leave the survey filter off and every survey in your workspace is included. Read the totals row for the single combined figure, or set the primary segment to Survey for one row each.

Currently, no. Schedules run from saved report views and saved Feedback views.

Daily, weekly and monthly, each with an interval. Every two weeks and every three months are both covered that way.

Reports download as CSV. A PDF of one survey's results comes from that survey's dashboard, on the Questions tab.

Yes. Reports is on every plan, and who can open it, save views and schedule reports is set by role.

Yes. Week start day is a workspace setting, and it drives This week, Last week and the week grouping in reports.

One submission. A customer who gives a rating and answers three follow-up questions counts once. Setting a segment to Question counts answers to each question instead, which is why those totals differ from the response count for the same dates.

It's worked out from how many were opened. A sent count is available separately for email surveys, on the Email activity tab.

Yes. Open the view the schedule was created on, click Schedule report, then edit the schedule and add their address to Email recipients.