Reading your results
Every question has a summary card on the Responses dashboard: open the survey and click Responses in the top navigation. Each card shows a chart automatically. What’s underneath the chart depends on your plan and the question type.
The Data Table
Section titled “The Data Table”Below each chart is a Data Table toggle — click it to expand the exact numbers. It’s included on Team and above; on Free and Solo the chart itself still shows counts and percentages on its bars, but the Data Table isn’t there.
What it shows depends on the question type:
| Question type | Data Table shows |
|---|---|
| Multiple choice, image choice, Yes/No | Option, Count, Percentage |
| Rating | A Mean / Median / Std Dev / Min / Max / Count table, plus a Count/Percentage table per rating value |
| Slider | Mean / Median / Std Dev / Min / Max per statement, plus an overall average |
| NPS | Promoter/Passive/Detractor counts and the NPS Score — no mean or standard deviation, since NPS is reported by segment, not by average |
| Matrix | A count per row and scale point — no percentages or averages |
| Text input | The 20 most frequent words, with frequency counts |
On a multi-select question, percentages don’t sum to 100%. Percentage is each option’s share of all selections, not of respondents, so someone who picked three options is counted three times.
Standard deviation is the population version (computed across everyone who answered, not a sample estimate), and Min/Max are the lowest and highest answers actually given, not the scale’s endpoints.
CSAT, CES and Top 2 box on rating questions
Section titled “CSAT, CES and Top 2 box on rating questions”A rating question can report one extra figure beside its average: CSAT, CES or Top 2 box, shown as a percentage of the people who answered.
- CSAT and CES count every point on the positive side of the scale. On a 5-point scale that is 4 and 5.
- Top 2 box counts the top two points of the scale.
How SurveyRock picks one. By default your answer labels decide. A scale whose top point is labelled “Very satisfied” reports CSAT, and one whose top point is labelled “Very easy” reports CES. To choose yourself, open the question in the survey editor and set Report as under Results. The same section lets you set the point where counting starts.
What you see. The figure appears on the question’s card. Once there are enough responses, the dashboard adds a trend line under it. When a survey has exactly one CSAT or CES question, the dashboard also shows a KPI card for it. The figure, the trend and the KPI card are on every plan. The Data Table, the card’s CSV download and the dashboard filter bar need Team or above, so recalculating the figure for a filtered group is a Team feature.
Good to know.
- Labels are read in English only. If your labels are in another language, the question reports Top 2 box until you set Report as.
- The figure is calculated when you view it. If you change the scale or its labels later, old answers are read against the new setting.
- It is not in the raw exports, shared reports or the API. The CSV and Excel response exports hold each person’s answer, not the CSAT or CES figure. Calculate it from the answers there if you need it outside the dashboard.
- Only rating questions report it. Matrix, NPS and slider questions do not, and there is no survey-level score.
For what the metric means and how to read it, see What CSAT measures.
Without the Data Table (Free and Solo)
Section titled “Without the Data Table (Free and Solo)”You still get the mean for rating questions, shown as a score out of the scale (e.g. “4.2 / 5”) next to the chart, and the overall average for sliders. Median, standard deviation, min and max need Team or above.
Exporting the numbers
Section titled “Exporting the numbers”The per-question Download button on each card (Team and above) exports the same statistics shown in that card’s Data Table. For raw response-level data instead of summaries, use Export on the Respondent List — see Results & Analysis for which export formats are on your plan.
Comparing across questions or segments
Section titled “Comparing across questions or segments”Cross-tabulation — comparing one question’s answers against another’s — is a separate tool from the per-question summary above. It’s on Growth and above; see Results & Analysis for what it covers.
Acting on what you find
Section titled “Acting on what you find”When a result tells you something needs doing, you can raise an action from it, with an owner and a due date, so the finding turns into a follow-up. See Turn a theme, a driver, or an answer into an action.
Troubleshooting
Section titled “Troubleshooting”I don’t see a Data Table under a question. Either your plan doesn’t include it (Team and above), or the question type doesn’t have one — NPS and matrix questions show counts and segments instead of a table you expand.
The chart shows “Chart rendering pending” instead of an image. Downloading a chart as a PNG or SVG image doesn’t work yet. The numbers themselves are still accurate; use the Data Table or the CSV export instead of the image download.
A rating question’s header reads “/ 4” but I used a 5-point scale. That number reflects the highest answer anyone actually gave, not the scale’s maximum — if nobody has selected 5 yet, it won’t show.