After you successfully create and trigger or share your survey, it’s time to turn your attention to how you will be able to analyze the responses and gather actionable insights.
You need Can manage Surveys data permission to view or export survey responses.
View and analyze survey results in Intercom
In Outbound, you can adjust the top filters if you’re looking for a specific survey.
Once you find the survey you’d like to analyze, you can see some top-level content engagement metrics from that initial page.
Sent - shows the number of people who received a survey across all device types (either web, mobile web or mobile). For surveys sent via a shareable URL, the user must click the shared link and see the survey for it to count as sent. Any time a user sees a survey again (regardless of how it was triggered), it will count as an additional send.
Responded - shows the number of people who responded to any step in the survey.
Clicked - shows the number of people who clicked a link in the survey. This includes any hyperlinks in the body of the survey and any action links in the "Thank You" step. From this view, it’s possible to view which link they clicked and filter the view based on a specific link if there were multiple.
It’s not currently possible to distinguish which type of device they were on when they received the survey.
Click on the survey you are interested in to access the responses and metrics. Then, click on the "Responded" tab, to see how users responded to your survey.
Survey responses are stored per step, and don't require a customer to complete a survey entirely for you to save valuable data.
From here, you can see the responses to all your questions. You can also drill down into specific questions by selecting them on the right by clicking on “Responded to any”.
Once you select a question, you are able to see a histogram of responses for close-ended questions, (i.e "How familiar are you with our product?") You will also find the average score for numeric questions.
To see all the users who your survey was sent to, you can visit the Sent tab.
You can quickly take action on survey data in Intercom by following up with people who took your survey. From any of the survey stats pages (Sent, Responded, Clicked) you can apply tags to users or message them directly.
To do this, select the users to follow up with or tag and click “Message” or “Tag” respectively.
To message or tag everyone in the list, just click "Message all" or "Tag all".
View advanced survey reports
An advanced survey report will also be generated for each of your surveys, so you’ll be able to see clear aggregated information and calculations, spot trends and highlight key insights based on the type of survey questions you asked.
There is no direct way to delete survey responses within Intercom. However, you can export the survey data to a spreadsheet and edit it outside of Intercom, although this may not be the most ideal solution. Another workaround is to duplicate the survey to start fresh and remove all submissions.
Export your survey data
It’s easy to export your survey data as a CSV file, so you can share or analyze your survey results in depth.
With this data, you can:
Track, analyze, and explore your individual survey responses.
Understand how your survey is performing.
Identify users who have been sent a survey, dismissed it, or responded.
Here's how you can export your survey results:
First, click on the survey you’d like to analyze. Then click “More” and “Export CSV.”
Next, select the date range you’re interested in and click “Export Data” to receive your CSV files.
An email will be sent to you with a zip file that contains 5 CSV files.
answer_combined: See how every customer responded to your survey - each question is displayed as a separate column.
answer: See a comprehensive list of all survey responses - each response is its own row.
completion: A list of all completions by receipt IDs.
dismissal: A list of all dismissals by receipt IDs.
receipt: Measure how well your survey performed with an aggregate view of all performance data by user ID.
The most useful file for analyzing response data is answer_combined.
It's not possible to combine stats from different surveys into a single report. You can export your surveys data and combine the exported files into a single one as a workaround.
Discrepancy between survey responses in Intercom vs the CSV file
The CSV export will show all the Survey responses that were sent in the date range that they exported, whether they were responded to in that date range or not.
Some might have been sent on those dates but been responded to until after that date and therefore will be missing from the CSV export.
The Intercom report shows you the number that were responded to in the filtered timeframe so this explains the discrepancy.
Why required fields appear blank when viewing survey results?
Some survey responses may display blank answers for required questions. This can happen for two main reasons:
Incomplete or Dismissed Responses: If a user dismisses or abandons the survey after answering some questions, any unanswered required questions will appear blank in the results. To manage this, you can export the responses as a CSV file, which includes response status, allowing you to filter out incomplete or dismissed entries.
Optional Steps in Survey Flow: Certain survey steps may be skipped based on previous responses. If a required question appears in one of these conditional steps and is bypassed, it may also display as blank. Although there’s no direct indicator for these instances, please consider this possibility when designing the survey flow.
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