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Survey Reporting

Analyze survey results with comprehensive reporting tools including NPS tracking, statistical analysis, filtering by date and segment, and trend visualization.

Accessing Survey Reports​

From Survey List View​

  1. Navigate to Global Settings > Surveys
  2. Find the survey you want to analyze
  3. Click the Report icon/button
  4. View comprehensive results

Report Updates​

  • Results update on-demand when you view reports
  • There may be a small delay between survey completion and report availability
  • Real-time statistics calculated based on all responses
  • Filter and segment data to refine analysis

Understanding Survey Reports​

Report Overview​

When you open a survey report, you'll see:

Summary Statistics:

  • Total surveys assigned
  • Total completed
  • Completion rate percentage
  • Error rate
  • Date range of responses

Question-by-Question Breakdown:

  • Each question shown separately
  • Response counts and statistics
  • Visual representations (charts, distributions)
  • Individual response details

Report Components​

For Each Question, You'll See:

  • Question Text: The question as it appeared to respondents
  • Responses: Total number of responses to this question
  • Respondents: Unique number of people who answered
  • Results: Breakdown varies by question type (see below)

Why Responses vs. Respondents?

  • For multiple choice questions, one person can select multiple options
  • Responses count total selections
  • Respondents count unique people
  • Example: 100 respondents with 250 responses on a multiple choice question

Question Type Results​

Yes/No Questions​

What You'll See:

  • Two side-by-side cards showing "No" and "Yes"
  • Large response count number in each card
  • Percentage of total responses below each count
  • Color-coded cards (red tint for No, green tint for Yes)

Example Display:

The interface shows two large cards side by side:

  • No card: Shows count (e.g., "6") with percentage below (e.g., "46%")
  • Yes card: Shows count (e.g., "9") with percentage below (e.g., "69%")

How to Use:

  • High "No" percentage = communication issue
  • Track over time to measure improvements
  • Identify patterns by date or segment

Rating Questions (Standard Analysis)​

What You'll See:

  • Line chart showing response distribution trend across the 1-10 scale
  • Visual grid of boxes numbered 1-10, each displaying the response count
  • Sigma deviation (σ) values below each rating showing how far from the mean
  • Statistics summary panel with:
    • Population Mean: Average rating (e.g., "8.20")
    • Std Deviation (σ): Spread of scores (e.g., "2.69")
    • Sample Size (n): Total responses (e.g., "15")

Example Display:

The interface shows:

  • A line chart trending upward from left (low ratings) to right (high ratings)
  • Ten numbered boxes (1-10) displaying response counts in each
  • Color-coded deviation values below each box (red for negative σ, green for positive σ)
  • Example: Rating 1 shows "-2.68σ" (far below mean), Rating 10 shows "+0.67σ" (above mean)
  • Summary statistics displayed in a card: "Population Mean: 8.20 | Std Deviation (σ): 2.69 | Sample Size (n): 15"

How to Interpret:

  • Average 8.0+: Excellent performance

  • Average 7.0-7.9: Good, room for improvement

  • Average 6.0-6.9: Needs attention

  • Average <6.0: Serious issues to address

  • Low Standard Deviation (<1.5): Consistent experience

  • High Standard Deviation (>2.0): Inconsistent experience

What to Do:

  • Low average + high std dev = Some guests having poor experiences
  • High average + low std dev = Consistently great experiences
  • Look at distribution to see where most ratings cluster
  • Investigate outliers (very low or very high ratings)

Rating Questions (NPS)​

What You'll See:

  • NPS Score Header: Shows score with rating label (e.g., "NPS Score: 73 - Excellent")
  • Horizontal Progress Bar: Color-coded stacked bar showing Promoter/Passive/Detractor percentages
    • Green section = Promoters
    • Gray section = Passives
    • Orange/Red section = Detractors
  • Category Legend: Shows breakdown with counts:
    • "Promoters [%] ([count])"
    • "Passives [%] ([count])"
    • "Detractors [%] ([count])"
  • Rating Distribution Grid: Visual 1-10 grid with:
    • Boxes showing response count for each rating
    • Dotted vertical lines separating zones (Detractor | Passive | Promoter)
    • Zone labels below: "DETRACTOR" (1-6), "PASSIVE" (7-8), "PROMOTER" (9-10)

Example Display:

The interface shows:

  • Header: "NPS Score: 73 - Excellent"
  • A horizontal bar mostly green (Promoters) with small orange section (Detractors)
  • Legend: "Promoters 100% (13) | Passives 0% (0) | Detractors 15% (2)"
  • Below: Ten boxes showing counts per rating, with dotted lines separating the three NPS zones

How to Calculate NPS:

NPS = (% Promoters) - (% Detractors)
Example: 60% - 10% = +50

What Your NPS Score Means:

  • +70 to +100: Excellent - Very loyal customers
  • +50 to +69: Good - Strong customer satisfaction
  • +0 to +49: Average - Room for improvement
  • -100 to -1: Needs Attention - More detractors than promoters

Industry Benchmarks (Vacation Rentals):

  • Top Performers: 60-80
  • Above Average: 40-60
  • Average: 20-40
  • Below Average: <20

What to Do:

High Detractor %:

  • Review free text responses for common themes
  • Create action plan to address issues
  • Set up alerts for low scores
  • Follow up with detractors personally

High Passive %:

  • Focus on converting passives to promoters
  • Ask "What would make this a 10?"
  • Small improvements can shift passives up
  • Implement "delight factors"

High Promoter %:

  • Request online reviews
  • Encourage referrals
  • Use testimonials in marketing
  • Thank promoters for loyalty

Learn more in Survey Types.

Single Choice (Radio)​

What You'll See:

  • List of answer options with response counts displayed on the right
  • Each option shown as a row with the option text and count
  • Clickable counts that link to individual response details

Example Display:

The interface shows answer options as rows:

  • "test 123" with count "12" on the right
  • "432 test" with count "3" on the right

Click any count number to view the individual responses that selected that option.

How to Use:

  • Identify your primary guest type
  • Tailor messaging to dominant segments
  • Track changes in guest mix over time
  • Segment other metrics by stay type

Multiple Choice​

What You'll See:

  • List of answer options with response counts displayed on the right
  • Each option shown as a row with the option text and count
  • Clickable counts that link to individual response details
  • Note: Totals may exceed 100% since respondents can select multiple options

Example Display:

The interface shows answer options as rows:

  • "Option A" with count "12" on the right
  • "Option B" with count "8" on the right
  • "Option C" with count "5" on the right

Click any count number to view the individual responses that selected that option.

How to Use:

  • Identify most popular amenities
  • Determine underutilized features
  • Justify amenity investments
  • Market high-use amenities prominently
  • Consider removing/upgrading low-use amenities

Free Text​

What You'll See:

  • Row displaying "(Text responses)" label
  • Clickable response count on the right side
  • Click the count to view all individual text responses

Example Display:

The interface shows:

  • Question text on the left (e.g., "How was your stay?")
  • "(Text responses)" indicator
  • Response count as a clickable link (e.g., "2") on the right

Click the count to open a list of all text responses for this question.

How to Analyze:

  • Look for repeated themes or keywords
  • Read detractor responses carefully
  • Extract testimonials from promoters
  • Identify unexpected insights
  • Use verbatim feedback in improvement planning

Pro Tip:

  • Copy responses into a spreadsheet
  • Tag by theme (cleanliness, communication, amenities, location)
  • Quantify common issues
  • Track theme prevalence over time

Advanced NPS Features​

View Overall NPS Score​

See your NPS score for any time period:

Accessing:

  1. Open survey report for any NPS question
  2. View top-level NPS score
  3. Apply date filters to see specific periods
  4. Export data for external analysis

What's Included:

  • Overall NPS score
  • Total number of responses
  • Count and percentage of promoters, passives, detractors
  • Distribution of all scores (0-10)

Use Cases:

  • Monthly executive reports
  • Board presentations
  • Year-over-year comparisons
  • Before/after improvement initiatives

Track NPS Over Time​

Watch how your NPS changes with trend analysis:

Time Periods:

  • Daily: See day-by-day changes (volatile, use for crisis monitoring)
  • Weekly: Smooth out daily variation, spot weekly patterns
  • Monthly: Best for tracking long-term trends
  • Quarterly: Strategic planning and goal setting
  • Yearly: Annual reviews and historical analysis

Date Ranges:

  • Last 7 days: Recent performance
  • Last 30 days: Current month snapshot
  • Last 90 days: Quarterly view
  • Last 365 days: Annual performance
  • Custom range: Specific analysis periods

Example Trend Display:

NPS Score Over Last 90 Days (Weekly)

Week of Sept 1:  42.3 (150 responses)
Week of Sept 8:  45.1 (165 responses)
Week of Sept 15: 47.8 (172 responses)
Week of Sept 22: 48.2 (168 responses)
Week of Sept 29: 50.1 (180 responses)
Week of Oct 6:   52.7 (195 responses)
Week of Oct 13:  51.9 (188 responses)
Week of Oct 20:  53.4 (201 responses)

Trend: ↑ +11.1 points (26% improvement)
Average: 48.9

How to Interpret Trends:

Steady Improvement:

  • Your changes are working
  • Continue current initiatives
  • Document what's driving improvement

Sudden Drop:

  • Investigate immediately
  • Review recent responses for clues
  • Check for operational changes
  • Look for external factors (weather, local events)

Seasonal Patterns:

  • Compare year-over-year for same period
  • Adjust expectations by season
  • Staff appropriately for high season

Plateau:

  • May need new improvement initiatives
  • Consider survey fatigue
  • Look for ceiling effects

What to Track:

  • Response volume (low response = less reliable)
  • Seasonal patterns
  • Impact of changes/improvements
  • Correlation with business metrics (bookings, revenue)

Compare NPS Across Segments​

Break down your NPS by different categories:

By Property Type​

Example:

Luxury Beachfront Villa:  NPS +61  (45 responses)  ★★★★★
Mountain Cabin:           NPS +55  (320 responses) ★★★★
Downtown Condo:           NPS +53  (95 responses)  ★★★★
Studio Apartment:         NPS +48  (180 responses) ★★★

Overall Portfolio:        NPS +54  (640 responses)

Insights:

  • Luxury properties perform best (expected)
  • Studio apartments need attention
  • Mountain cabin is your volume leader with strong NPS
  • Focus improvement efforts on studios

Actions:

  • Upgrade studios with high-ROI improvements
  • Learn from villa's success factors
  • Market cabin more aggressively (high volume + high satisfaction)

By Season​

Example:

Summer (Peak):      NPS +58  (450 responses) ★★★★★
Fall (Shoulder):    NPS +53  (280 responses) ★★★★
Spring (Shoulder):  NPS +51  (310 responses) ★★★★
Winter (Off):       NPS +47  (160 responses) ★★★

Annual Average:     NPS +54  (1200 responses)

Insights:

  • Peak season = best experience (more staff, better weather)
  • Off-season needs attention
  • Shoulder seasons are solid

Actions:

  • Investigate winter detractors (heating issues? weather expectations?)
  • Maintain peak season standards
  • Price shoulder seasons competitively

By Guest Tag/Segment​

Example:

Repeat Guests:     NPS +72  (120 responses) ★★★★★
First-Time:        NPS +48  (480 responses) ★★★
Corporate:         NPS +44  (80 responses)  ★★★
Event Groups:      NPS +65  (40 responses)  ★★★★★

Overall:           NPS +54  (720 responses)

Insights:

  • Repeat guests love you (loyalty working)
  • First-timers have lower satisfaction
  • Corporate needs attention
  • Event groups very satisfied

Actions:

  • Improve first-time guest onboarding
  • Create corporate-specific amenities (workspace, printing)
  • Market to event groups more aggressively
  • Build repeat guest loyalty program

By Stay Length​

Example:

1-2 nights:   NPS +42  (150 responses)
3-5 nights:   NPS +56  (280 responses)
6-7 nights:   NPS +62  (120 responses)
8+ nights:    NPS +68  (50 responses)

Overall:      NPS +54  (600 responses)

Insights:

  • Longer stays = higher satisfaction
  • Short stays have lower NPS
  • Extended stays are your biggest promoters

Actions:

  • Investigate short-stay pain points (check-in complexity?)
  • Offer discounts for longer stays
  • Market weekly rentals
  • Reduce minimum stay friction

Filtering Survey Results​

Powerful filtering tools help you find exactly what you need:

Filter Options​

By Date Range​

Start Date:

  • See responses from this date forward
  • Leave blank to include all historical data

End Date:

  • See responses up to this date
  • Leave blank to include through today

Common Date Ranges:

  • This Month: First day of month → Today
  • Last Month: First day of last month → Last day of last month
  • This Quarter: First day of quarter → Today
  • Last 90 Days: 90 days ago → Today
  • This Year: January 1 → Today
  • Last Year: January 1 last year → December 31 last year

Use Cases:

  • Compare year-over-year performance
  • Isolate specific problem periods
  • Measure before/after improvements
  • Generate monthly/quarterly reports

By Survey Status​

Completed:

  • Show only finished surveys
  • Most common filter for reporting
  • Excludes partial or abandoned surveys

Pending:

  • Show only surveys not yet completed
  • Useful for follow-up campaigns
  • Identify low completion rates

All Statuses:

  • Leave filter blank
  • See everything (completed, pending, errored)
  • Good for delivery troubleshooting

By Property/Booking Type​

Filter results by associated reservation or property:

Property Name:

  • See results for specific property
  • Compare properties head-to-head
  • Identify property-specific issues

Booking Type:

  • Filter by reservation type (if linked to bookings)
  • Examples: Direct booking, Airbnb, VRBO, corporate

Stay Type:

  • Filter based on survey question responses
  • Example: Family vacation, romantic getaway, business trip

Use Cases:

  • "Show me all surveys for Beach House Villa"
  • "Compare Airbnb guests vs. direct bookings"
  • "How do business travelers rate us?"

By Contact Tags​

Filter by contact segments:

Tag Examples:

  • VIP Guest
  • Repeat Guest
  • Corporate Account
  • Local Guest
  • International Guest

Use Cases:

  • "How do VIP guests rate us compared to general guests?"
  • "Are repeat guests more satisfied?"
  • "Do international guests have different needs?"

Applying Multiple Filters​

Combine filters for powerful segmentation:

Example 1: Summer Performance for Luxury Properties

  • Date Range: June 1 - August 31
  • Property Type: Luxury Villa
  • Status: Completed

Example 2: First-Time Guest Experience This Quarter

  • Date Range: October 1 - December 31
  • Contact Tag: First-Time Guest
  • Status: Completed

Example 3: Repeat Guest NPS Over Time

  • Date Range: Last 12 months
  • Contact Tag: Repeat Guest
  • Question Type: NPS

Viewing Results​

Pagination:

  • Adjust results per page: 10, 50, or 100
  • Navigate through pages for large datasets
  • Your filters stay applied as you browse

Exporting:

  • Export filtered results to CSV
  • Use for deeper analysis in Excel/Google Sheets
  • Share with stakeholders
  • Create custom visualizations

Response Analysis Best Practices​

Regular Review Schedule​

Daily (for active properties):

  • Check for new detractor responses
  • Monitor delivery errors
  • Quick scan of free text for urgent issues

Weekly:

  • Review NPS trends
  • Analyze new responses by question
  • Follow up on action items from previous week
  • Share insights with team

Monthly:

  • Comprehensive report generation
  • Compare to previous months
  • Update stakeholders
  • Set goals for next month

Quarterly:

  • Strategic review
  • Year-over-year comparisons
  • Plan major improvements
  • Review automation effectiveness

Look for Patterns​

In Free Text Responses:

  • Use Ctrl+F to search for keywords
  • Common themes (e.g., "Wi-Fi", "parking", "checkout")
  • Sentiment patterns (positive vs. negative)
  • Unexpected insights

In Quantitative Data:

  • Which ratings are most common?
  • Are scores improving or declining?
  • Do certain segments rate differently?
  • What's causing variation?

Correlations:

  • Do long stays = higher ratings?
  • Does property type affect satisfaction?
  • Is there a day-of-week pattern?
  • Do certain staff members get better feedback?

Act on Insights​

Quick Wins:

  • Fix issues mentioned by multiple guests
  • Update communication based on confusion patterns
  • Improve most-used amenities
  • Address recurring complaints

Strategic Changes:

  • Property upgrades based on feedback
  • Process improvements (check-in, checkout)
  • Staff training on common issues
  • Marketing messaging adjustments

Close the Loop:

  • Tell guests what you changed based on their feedback
  • Share improvements in marketing materials
  • Thank survey respondents for input
  • Demonstrate you listen and act

Share Insights​

With Property Owners:

  • Monthly NPS score and trends
  • Key themes from guest feedback
  • Specific compliments about their property
  • Action items for improvement

With Your Team:

  • Weekly highlights from surveys
  • Celebrate positive feedback
  • Review constructive criticism
  • Training opportunities identified

With Guests:

  • "Based on your feedback, we've improved..."
  • Show you listen and care
  • Build trust and loyalty
  • Encourage future feedback

Understanding Response Rates​

What's a Good Completion Rate?​

By Delivery Method:

  • Email: 30-45% is good, 45%+ is excellent
  • SMS Link: 40-60% is good, 60%+ is excellent
  • SMS Interactive: 60-80% is good, 80%+ is excellent

By Survey Length:

  • 2-3 questions: 70%+ expected
  • 5-7 questions: 50-60% expected
  • 8-10 questions: 40-50% expected
  • 10+ questions: 30-40% expected

Improving Completion Rates​

Survey Design:

  • Keep surveys short (5-10 questions max)
  • Start with easy questions
  • End with free text (optional)
  • Don't overuse required fields

Timing:

  • Send when guests are most receptive
  • Not too soon (still traveling)
  • Not too late (forgot experience)
  • Respect time zones

Messaging:

  • Clear, compelling subject line
  • Explain why it matters
  • Set time expectation ("2 minutes")
  • Show appreciation

Incentives:

  • Discount on next stay
  • Entry into drawing
  • Donation to charity
  • Early access to new properties

Follow-Up:

  • Send one reminder after 3 days
  • Only to non-responders
  • Keep it brief
  • Don't spam

Technical Details​

When Results Update​

  • Reports update on-demand when viewed
  • Small delay between completion and availability (usually < 1 minute)
  • Statistics recalculated in real-time
  • Filter changes take effect immediately

Data Retention​

  • All response data is retained indefinitely
  • Even if survey is deleted, responses are preserved
  • Historical comparisons always available
  • Export data for long-term archival

Permissions​

  • Viewing reports requires specific permission
  • Role-based access control
  • Some team members may see limited data
  • Audit trail of report access

Next Steps​