Skip to main content
Use this guide to find a survey and read its results. It is for MSP staff and for company users whose role includes Surveys access. To give your own feedback, use your questionnaire invitation, NPS invitation or support-rating link.

​
Before you start

  • You need Surveys read access. Company users see only what their MSP makes available through their role and company scope. Ask your MSP to change access, because Company administrators cannot manage portal permissions.
  • A role can limit you to Own surveys only or Own responses only. That is why a colleague may see more than you.
  • To edit an answer, your role needs Edit submitted responses.

​
Find the survey and its version

1

Open Surveys

Click Surveys in the sidebar. If you can switch companies, check the company selection first.
2

Find the survey

The table has the columns Survey Title, Type, Version, Status, Responses, Response Rate and Created. Use the column filters to narrow the list. It starts with the Active status filter, so change Status to find inactive surveys.
3

Pick the version

If a survey has several versions, click the arrow beside the title to expand them. The row menu on the group also offers All Versions and Expand All Versions. Open the version you want.
4

Open the results

Click the title, or open the row’s menu and choose the action for the survey type.
The response count is the number of respondents, not the number of answers. One respondent answers many questions.

​
Read answers by question

1

Open the Questions tab

Each row is one question with its response count.
2

Expand a question

Click the row to see every answer to that question, with the respondent and company.
3

Copy the answers

Click Copy to copy the question and its answers. The button changes to Copied!.
Clicking an answer selects it, and the checkbox on a question row selects all its answers. Selecting does not change anything. Selected answers feed the Add to Goals and Create Goals actions, so review your selection before you use them.

​
Read answers by respondent

1

Open the Respondents tab

Each row is one person with their number of answers.
2

Expand a respondent

Click the row to read their questions and answers together.
3

Page through respondents

Use the page controls under the list to see more respondents. Click Copy on a row to copy that person’s answers.
A respondent shown as Anonymous may only be missing a display name. The invitation can still identify an email address and company.

​
Filter the answers

Use the search box above the tabs to match a respondent name, email, company or answer text. Use the start and end date pickers to narrow the answer dates. Clear both to see everything. Filters change which answers you see. A respondent can show fewer answers than they gave when search matches only some of them.

​
Export the results

1

Set your filters

Check the survey version, company, search text and dates. The export follows them.
2

Export

Open the Page actions menu in the header and click Export. The option appears once the survey has at least one response.
3

Open the file

Open the downloaded CSV from your browser’s downloads. It has one row per respondent, with Respondent Name, Respondent Email, Company and one column for each question.
The export covers every respondent in the filtered set, including respondents on other pages, not only the rows you selected. A blank cell means the person did not answer, or an active filter hid the answer.

​
Edit a text answer

This needs the Edit submitted responses permission. It applies to text answers only.
1

Open the answer

On the Questions or Respondents tab, find the answer.
2

Click Edit response

Click the pencil icon beside the answer.
3

Save

Change the text and click Save. A Response updated message confirms it. Click Cancel to keep the original.

​
Read the analysis

The Analysis tab shows saved AI results, when you have run them. Check Last analyzed and compare the summary with the original answers, because a saved summary can be older than recent responses.
  • Overall Sentiment shows the score.
  • Key Themes lists themes with weight and evidence. Create Goal starts a goal from a theme. It shows only when one company is selected and your role can create goals.
  • Follow-up Questions suggests questions to ask next.
  • Word Map highlights repeated words. It does not rank problems.
To run or refresh the analysis, see Run AI analysis.

​
Troubleshooting

​
Frequently asked questions

The list starts with an Active filter. Change Status, check the company selector and confirm that you have access.
Expand the arrow beside a grouped survey title, or open its menu and use All Versions. Open each version’s results on its own.
No. Selecting only prepares answers. A goal is created only when you click Add to Goals or Create Goals and pick how to create it.
No. It contains the respondents left after the company, search and date filters, across all pages.
No. It can mean only that no display name was given.
The saved analysis is a separate result. Check Last analyzed and compare it with the answers.