Response By Question report

This Response By Question report enables you to compare responses across various questions either by business objective or survey. You can choose a specific business objective or all, or a specific survey or all.

You can, for example, view all questions in a business objective to see questions from different surveys on a common topic (Agent Skills, Product Quality, Brand, and so on) and understand specific drivers of satisfaction within that objective.

Additional data available with Speech Analytics integration

When the Survey report parameter is selected and Speech Analytics assigns a speech category to a Comment question response or a survey closing comment, the speech category and related information are included in this report.

Report Output/Data

The Response By Question report contains the following data relative to the selected report parameters:

Data	Description
Question section:
Question	Name of the question.
# Responses	The data varies based on the question type: Scale Question: Total response count. Option Question: Total response count for each option, and a total number of responses for all options. Comment Question: Total response count for each possible response (Text Message, Voice Message, and No Message) and a total number of responses for all possible responses.
Customer Response	The data varies based on the question type: Scale Question: Average question score expressed as a percentage. Option Question: Response ratio for each option expressed as a percentage. Comment Question: Response ratio for each possible response expressed as a percentage (Text Message, Voice Message, and No Message). Scale and option questions: When goals have been configured, a goal indicator is displayed.
Voice Message subtable: When Customer Feedback is integrated with Speech Analytics and the Survey report parameter is selected, a subtable will be under Voice Message when Comment question responses are assigned to one or more Speech Categories. This subtable includes the following three columns: Speech Categories, Percent in Category, and Ave. Score.
Speech Categories	Name of a Speech Analytics category and the number of responses assigned to it. Speech Analytics assigns a response to a category when it meets the category definition (properties and terms).
Percent in Category	For each speech category, the bar graph represents the ratio of responses in this assigned category to the total number of voice responses. The sum of the Speech Categories can be more than 100% because each comment response can apply to more than one category.
Ave. Score	Average score of all responses assigned to a Speech Analytics category.
Survey section: When the Survey report parameter is selected, this report includes a Survey section.
Survey	The label Closing Comment is displayed.
# Responses	Total response count for each possible survey closing comment (Text Message, Voice Message, and No Message) and a total number of responses for all possible responses. The No Message count represents the total number of surveys without a closing comment. All surveys are included regardless of whether or not the survey was set up to invite the customer to leave a closing comment.
Customer Response	Response ratio for each possible survey closing comment expressed as a percentage (Text Message, Voice Message, and No Message). The No Message percentage represents the total number of surveys without a closing comment. All surveys are included regardless of whether or not the survey was set up to invite the customer to leave a closing comment. When goals have been configured, a goal indicator is displayed.
Voice Message subtable: When Customer Feedback is integrated with Speech Analytics and the Survey report parameter is selected, a subtable will be displayed under Voice Message when a survey closing comment is assigned to one or more Speech Categories. This subtable includes the following three columns: Speech Categories, Percent in Category, and Ave. Score.
Speech Categories	Name of a Speech Analytics category and the number of closing comments assigned to it. Speech Analytics assigns a comment question response to a category when it meets the category definition (properties and terms).
Percent in Category	For each speech category, the bar graph represents the ratio of closing comments in this assigned category to the total number of voice responses. The sum of the Speech Categories can be more than 100% because each closing comment can apply to more than one category.
Ave. Score	Average score of all closing comments assigned to a Speech Analytics category.

Drill through report options

You can drill through to other reports and see additional information.

Report Section	Report Link	Drill Through Report
Question	Question text	Answer Distribution report
Question	Customer Response (bar chart)	Participation Trend report

Sample report