Create CSAT Survey Reports

The following tutorials guide Admins through configuring a dynamic CSAT report with the average CSAT score for any given survey or segment.

After you create a Data Space on Object - SurveyUserAnswer, then you can create a report on CSAT using two different methods:

1. To report on just one survey:

a. Create a field to show numerical CSAT Score

b. Create a report on the Data Space

2. To report on multiple surveys:

a. Creating a CSAT object to store CSAT values

b. Create a rule to load survey data from the Data Space into the CSAT object

c. Create a report on this object

You can refer to this article to understand how data spaces function and how to create one.

Creating a Data Space on SurveyUserAnswer Object

Data Spaces enable us to use multiple related objects in one rule or report, by flattening object hierarchy. A Data Space can consist of fields from various objects that are linked to the primary object through lookups. Here we will be using it to link the survey objects [Survey User Answer & Survey Master] to account, CSM, participant and segment.

Navigate to Administration > Operations > Data Spaces.

Click on +Data Space to create a new Data Space that will enable us to build rules and reports on surveys.  

Start with the most detailed object at the lowest level that you want to use in your Data Space. In this case, it’s Survey User Answer.

You can click the button, on the right, on any field from the fields list to add them into the right Fields space. Select fields that would help us view CSAT survey data on the basis of segment, account, participant or filter for responses to one question in a survey. The fields we are going to use are:

Object :: Survey User Answer → Survey Master

These fields are unique to each survey and help us filter for data from a specific survey.

  • Field - Code
  • Label - Survey Code
  • Field - Title
  • Label - Survey Name

Object :: Survey User Answer → Question → Parent Question

These fields contain data of the parent question in case multiple sub questions exist under it.

  • Field - Question Number
  • Label - Parent Question Number
  • Field - Title  
  • Label - Parent Question Title

Object :: Survey User Answer → Question

These fields contain details specific to each question, namely the question itself and its code.

  • Field - Title
  • Label - Question Name
  • Field - Question Number
  • Label - Question Code

Object :: Survey User Answer → Answer

  • Field - Answer Title
  • Label - Answer Name
  • Field - SurveyAllowedAnswers
  • Label - Answer Code

Object :: Survey User Answer → Participant

These fields contain specifics about each participant, if each of the participants have responded, and the date of the response.

  • Field - Response Date
  • Label - Response Date
  • Field - Responsed
  • Label - Responsed
  • Field - ID
  • Label - Participant ID

Object :: Survey User Answer → Participant → Contact

  • Field - Full Name
  • Label - Participant Name

Object ::Survey User Answer → Participant → Account

Details regarding the account and industry of the participant.

  • Field - ID
  • Label - Account ID
  • Field - Account Name
  • Label -  Account Name
  • Field - Industry
  • Label - Industry

Object ::Survey User Answer → Participant → Account → CSM

CSM details of account of the participant.

  • Field - Full Name
  • Label - CSM Name
  • Field - Email
  • Label - CSM Email ID

Object ::Survey User Answer → Participant → Account → Customer Info

Segment of the account of the participant.

  • Field - Segment
  • Label - Segment

Name as Survey Data Space and Save.

Report on One Survey

Creating a field to show Numeric CSAT Score

This is a formula field to hold numerical values corresponding to the text answers in a CSAT question. This method is recommended if you intend to only report on the CSAT question from a single survey.

Create this field on the most detailed object at the lowest level that would enable you to use the most question and answer fields. In this case, it’s Survey User Answer.

To create a new field on Survey User Answer, follow the steps below:

  • Navigate to Setup in the top right corner of the page, under your name.
  • Type objects in the search bar on the left and click on “Objects” under “Create”. This loads a page titled “Custom Objects”
  • Scroll down to find “Survey User Answer” and click on it.
  • On the Survey User Answer Page, click on “New” under “Custom Fields & Relationships” to create a new field.
  • Select formula field as the field type.
  • Name the field and select number as the return output type. Select number of decimal places, as required (we suggest 2 decimals).
  • Click Next.
  • Click Insert field and select the following fields:
    1. Survey Code [Survey Master → Master → Code]
    2. Question Number [Survey User Answer → Question → Question Number]
    3. Answer Title [Survey User Answer → Answer → SurveyAllowedAnswers]

To learn how you can locate your CSAT survey code, question number and answer codes, refer to this section.

  • Enter a formula to output a numerical value corresponding to the Answer.

For example:  

  • Answer Code of Very Satisfied - 5
  • Answer Code of Somewhat Satisfied - 4
  • Answer Code of Neutral - 3
  • Answer Code of Somewhat Dissatisfied - 2
  • Answer Code of Very Dissatisfied - 1
  • An example of this formula that you can use is:

IF(AND(JBCXM__SurveyMaster__r.JBCXM__Code__c == 'FVD Survey',

JBCXM__Question__r.Name == 'SuQ-00320',

JBCXM__Answer__r.Name  == 'SuT-0665'), 5,

IF(JBCXM__Answer__r.Name  == 'SuT-0666', 4,

IF(JBCXM__Answer__r.Name  == 'SuT-0667', 3,

IF(JBCXM__Answer__r.Name  == 'SuT-4258', 2,

IF(JBCXM__Answer__r.Name  == 'SuT-4259', 1,0)))))

  • Set your preferred field level visibility and save.
  • Be sure to add this field to the Data Space. When reporting, filter out values where this field = 0.

Create a report on the Data Space

The purpose of this report is to provide you with the CSAT for each segment.

  1. Navigate to Administration > Analytics > Report Builder. Click on +Report to create a new report.
  1. Select the data source: Survey Data Space
  2. In the “Show me” section, to view the total number of Calls to Action, select CSAT Score, Aggregation :: Average
  3. In the “By” section, the goal is to examine the data for each segment. The following is an example of how you might set up the “By” section: Customer Info:: Segment
  4. To filter for the average of CSAT responses for the current quarter:

a. Survey Code = FVD Survey (an example)

b. Question Code = SuQ-00320 (an example)

c. CSAT Score != 0

d. Response Date = Current FQ

Report on multiple surveys

Creating a new object with relevant fields enables us to report CSAT scores from multiple surveys with different scoring parameters.

Creating a CSAT object to store CSAT values

We create this object to load values from the Survey object and then assign a numerical value to each response.

To create a new object, follow the steps below:

  • Navigate to Setup in the top right corner of the page, under your name.
  • Type objects in the search bar on the left and click on “Objects” under “Create”. This loads a page titled “Custom Objects”.
  • Click on the “New Custom Object” button.
  • Name this object “CSATSurvey Response”. Fill in label and plural label similarly and save.

Once the object is created, create the following custom fields:

  • Account - Master-Detail(Account)
  • Account Name - Text(100)
  • CSAT Score - Number - Number(15,3)
  • CSATSurvey Response - Picklist
  • Participant ID - Text(30)
  • Question Code - Text(20)
  • Response Date - Date/Time
  • Survey Code Name - Text(50)

Create a rule to load survey data from the Data Space into the CSAT object

This rule can be used to map numerical values to responses where:

  • 5 = Very Satisfied
  • 4 = Somewhat Satisfied
  • 3 = Neutral
  • 2 = Somewhat Dissatisfied
  • 1 = Very Dissatisfied

Numerical values and answer names can be changed to meet your specific CSAT scoring.

You may need to add the new object to show up among the objects that you can load to. To do this, click the gear button at the top right and select “Permissions - Rules Load Actions”.

Search for CSATSurvey Response among the objects and add all of the fields.

Navigate to Administration > Analytics > Rules Engine. Click on the +Rule button on the right.

1. Name your rule and add a description.

2. Select the source object: Data Spaces - Survey Data Space

In the “Show” section, select something similar to the following:

  • Question Name
  • Question Code
  • Answer Name
  • Segment
  • Account Id
  • Account Name
  • Response Date
  • Participant ID
  • Survey Code

3. Set filters for Survey Code and Question Code. To locate Survey Code and Question Code, follow the steps below.

4. Create an Action that Loads to SFDC Object → CSATSurvey Response.

Select upsert as the action.

  • Account Id  = Account, mark as an identifier.
  • Response Date = Response Date, mark as an identifier.
  • Participant ID = Participant ID, mark as an identifier.
  • Survey Code = Survey Code Name, mark as an identifier.
  • Create a custom field mapping that sets “CSAT Score” to 5.

Set Criteria

  • Answer Name = “Very Satisfied”

5. Create an Action that Loads to SFDC Object → CSATSurvey Response.

Select upsert as the action.

  • Account Id  = Account
  • Account Name = Account Name
  • Response Date = Response Date
  • Participant ID = Participant ID
  • Survey Code = Survey Code Name
  • Create a custom field mapping that sets “CSAT Score” to 4.

Set Criteria

  • Answer Name = “Somewhat Satisfied”

6. Similarly, create Actions as in Step 4 & 5 for each “Answer Name” Criteria, mapping it to a corresponding numerical value.

7. Test the rule before scheduling it.

8. Save the rule and schedule it to run daily.

Create a report on the CSATSurvey Response object

The purpose of this report is to provide you with the CSAT for each segment.

  1. Navigate to Administration > Analytics > Report Builder. Click on +Report to create a new report.
  1. Select the data source: CSATSurvey Response
  2. In the “Show me” section, to view the total number of Calls to Action, select:
  • CSATSurvey Response::CSAT Score, Aggregation :: Average

4. In the “By” section, the goal is to examine the data for each segment. The following is an example of how you might set up the “By” section:

  • Customer Info:: Segment

5. To filter for the average of CSAT responses for the current quarter:

  • CSATSurvey Response::Response Date = Current FQ

Locating Survey Code & Question Code

Locating Survey Code

  1. Navigate to Administration > Communication > Surveys.
  2. Look for the Survey Name and Survey Code corresponding to your CSAT Survey.
  3. Copy the Survey Code.

Another way to locate Survey Code is:

  1. Navigate to the Survey Tab.
  2. Select the CSAT survey in the dashboard

     3.   Navigate to Properties on the left, and scroll down to view Survey Code.

Locating Question Code

  1. Navigate to the Survey Tab.
  2. Select the CSAT survey in the dashboard.
  1. Click Questions in the list on the left.
  2. Copy the CSAT question
  1. Navigate to Administration > Analytics > Report Builder. Click on +Report to create a new report.
  2. Select the data source: Survey Data Space
  3. In the “Show me” section, add
  • Survey Data Space::Question Name
  • Survey Data Space::Question Code

8. To filter for the question in the CSAT Survey, add filter for Survey Code = [Survey Code Name for desired survey]

9. Paste the Question you’ve copied earlier in the search bar under the Question Name column.

10. Copy the value in the Question Code field.

Locating Answer Code

  1. Navigate to Administration > Analytics > Report Builder. Click on +Report to create a new report.
  2. Select the data source: Survey Data Space
  3. In the “Show me” section, add
  • Survey Data Space::Answer Name
  • Survey Data Space::Answer Code

4.  To filter for the question in the CSAT Survey, add filter for Survey Code = [Survey Code Name for desired survey] and for Question Code = [Code of the desired question]

5.   Copy the unique code corresponding to the Answer.

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