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Feedback insights ​

Use this page to follow how client feedback develops over time — across all your feedback forms, not just one — and to read the results of one form question by question. Open it from Analytics > Feedback insights, or with the chart icon on the Feedback forms and responses pages. It needs the Analytics right and appears only while the Feedback forms module is enabled. It complements the per-form Feedback responses list. The page reads live statistics from the server, so it is only available while you are online.

The page answers two different questions:

  • Insights tab — tracked trends over time. Only questions with Track over time switched on (rating, NPS and effort questions) appear, one chart per Metric key, combining every form that uses the question. Each point is a rolling average, so you see whether a measure rises or falls.
  • Per form tab — per-form aggregates. For one form, every question currently on it is summarised over the whole filtered period: averages, score distributions, option shares and comments. There is no time axis.

Use Insights to watch a measure over weeks and months; use Per form to read what clients said on one form in a given period.

Filtering ​

One filter bar at the top applies to the tabs below:

  • Start date and End date — preset to the first day of the month three months back and the last day of the current month.
  • Feedback form — one form. The Per form tab ignores this filter and uses its own form selector.
  • Resource — the session the visit was for; responses through the Link URL or at checkout carry no resource.
  • Source — Visit, Public link or Checkout.
  • Source qualifier — links copied from the form editor carry no qualifier, so leave this empty.
  • Score band — as on Feedback responses.
  • Identity — Identified or Anonymous.

Leave a filter empty to include everything. There is no Follow-up filter here; to list only unhandled responses, use the form's Feedback responses page.

Insights tab ​

The Insights tab opens with the headline numbers — Total responses in the filtered period (all responses, whether or not they answered a tracked question) and, when there are any, how many are still awaiting follow-up (every unhandled response, whatever its score, anonymous ones included) — followed by one chart per tracked metric.

The period buttons (7 days, 30 days, 90 days or All time; 30 days is preselected) choose the window of the trailing rolling average, not the chart's range: each point averages the answers of the preceding window, so a longer window gives a smoother curve. All time averages everything from the start date up to each point. The chart always covers the filtered period, with one point for each day that has an answer.

Each chart card shows:

  • the question text and its type as the heading;
  • the latest rolling value in large figures;
  • the change from the first to the last point of the period — in percent, and for NPS in points — in green when better and red when worse. For effort (CES) questions go flow treats a rise as worse; if your effort scale runs from difficult (1) to easy, read the colour the other way round;
  • the number of answers behind the chart.

NPS charts show the Net Promoter Score — the share of promoters (9–10) minus the share of detractors (0–6), from −100 to 100 — and split the period into Promoters, Passives and Detractors. A chart without points shows "Not enough data yet."

A metric appears here only when its question has Track over time switched on in the question editor (Edit a feedback form). Tracking belongs to the question, not to one form: it covers every form that uses the question and all earlier answers, and questions that share a Metric key combine into one chart. When no tracked question has an answer in the filtered period — also when no question is tracked — the board shows "No tracked questions" and points you to the form configuration.

Export to Excel (shown while the Insights tab is active) downloads one workbook with a sheet per tracked metric's rolling series: Period, Value and Response volume for each point, as charted with the current filters and window. Nothing is downloaded when no question is tracked.

Per form tab ​

The Per form tab breaks the filtered period down for one form at a time: choose it in the Feedback form field on the tab (the first form is preselected). It shows the form's purpose and its number of responses, then one card per question currently on the form:

  • Rating and Effort score (CES) — the average (Ø) and the distribution of scores;
  • NPS — the score and the share of promoters, passives and detractors;
  • Single choice, Multiple choice and Yes / No — the share and count of each option; Yes / No answers are listed as true and false;
  • Free text — the comments.

Questions removed from the form are not shown, even if they were answered in the period. The other filters of the bar (dates, resource, source, score band, identity) narrow the responses counted.

Responses tab ​

The Responses tab shows the same response list as the Feedback responses page, across all forms and already narrowed by the shared filter bar, with an extra Feedback form column and its own Search responses box (comments, choices or client name). Open a row to read the full response, or mark it handled from here. Reading the full response needs the Configuration & settings or Organisation right with View — with the Analytics right alone the detail shows "No responses yet." — and marking needs the Configuration & settings right with Manage.

Reporting ​

Analytics > Overview contains no feedback figures. The only feedback export is Export to Excel on the Insights tab; individual responses, comments and the Per form results cannot be exported. Responses linked to a client also appear in that client's journal.