View Survey Responses

How to browse individual survey submissions, understand analytics dashboards, and interpret rating distributions and per-question metrics.

After customers submit surveys, their responses appear in the dashboard where you can review individual submissions and view aggregate analytics.

When to use this

You want to read what a specific customer said about their experience.
You need to monitor overall satisfaction trends (average ratings, submission volume).
You are investigating feedback related to a specific booking.
You want to compare response rates across different questions.

Viewing individual submissions

1. Navigate to survey submissions

Go to Marketing > Surveys, then click on the survey whose responses you want to view. Select the Submissions tab.

2. Browse responses

Submissions are displayed in reverse chronological order (newest first) and include the following columns:

Column	Description
Customer Name	The respondent's name, pulled from the linked customer profile or from the name they entered when submitting.
Customer Email	The respondent's email address.
Booking Code	The confirmation code of the linked booking, if the survey was sent via the automated workflow. Click to navigate to that booking.
Overall Rating	The star rating from the first `star_rating` question in the survey. Displayed as stars for quick scanning.
Submitted At	The date and time the survey was submitted.
Responses	The full JSON of all question responses. Expand to see individual answers.

3. Paginate through results

Submissions are paginated with 25 results per page. Use the page controls at the bottom to navigate through older responses.

Viewing analytics

1. Open the analytics tab

From the survey detail page, select the Analytics tab. The analytics dashboard provides aggregate metrics for the selected survey.

2. Understand the metrics

Summary metrics

Metric	Description
Total Submissions	The total number of completed survey responses for this survey.
Average Overall Rating	The mean of all overall rating values (from the first `star_rating` question), rounded to 2 decimal places. Only includes submissions that have a rating.
Submissions Last 7 Days	Number of submissions received in the past week.
Submissions Last 30 Days	Number of submissions received in the past month.

Rating distribution

A breakdown of how many submissions received each star rating (1 through 5). Use this to spot patterns:

Stars	Meaning
5	Excellent -- customers are highly satisfied.
4	Good -- generally positive with minor areas for improvement.
3	Average -- there may be issues worth investigating.
2	Below average -- look for common themes in text responses.
1	Poor -- immediate attention recommended.

Per-question analytics

For each question in the survey, the analytics dashboard shows:

Field	Description
Question	The question text.
Type	The question type (star rating, text, etc.).
Response Count	How many submissions included an answer to this question (non-empty responses only). Compare this to total submissions to see the response rate.
Average Rating	For `star_rating` questions only: the mean rating across all responses. Other question types do not have an average.

Survey submissions are also accessible from the customer profile in the CRM. When viewing a customer, you can see all surveys they have submitted across all bookings, providing a complete feedback history for that individual.

Tips

Check analytics weekly to catch satisfaction trends early. A sudden drop in average rating might indicate a new operational issue.
Compare the "Response Count" per question against "Total Submissions" to identify which optional questions customers skip most. Consider making important questions required, or rewording skipped questions.
Use the rating distribution to identify whether a low average comes from many mediocre ratings or a few very poor ones. The two scenarios require different responses.
Look at text responses from customers who gave 1-2 star ratings first. These contain the most actionable feedback.
The "Submissions Last 7 Days" vs "Submissions Last 30 Days" comparison gives a quick pulse on whether response volume is increasing or decreasing.

Create a Survey -- adjust questions based on what the analytics reveal.
Configure Survey Settings -- change timing or email content to improve response rates.
Customers & CRM -- view a customer's full feedback history.