Survey analytics

Updated August 24, 2026

Survey analytics answers three different questions. How many of the people who saw a survey ended up leaving a review? How satisfied are your customers, and which way is that trending? What did people actually answer, question by question? Each question has its own tab.

Before you start

Surveys access. surveys:restricted is enough to read the tabs; you only see data for locations your teams are assigned to.

At least one survey template, and responses or survey visits inside the period you are looking at. Empty periods render empty charts.

A plan that includes the full Surveys module. When an account’s plan covers QR codes only, the section appears in the sidebar as QR Codes with no analytics tabs.

Where to find it

Surveys → Analytics, which opens on the Conversion tab. The three tabs are:

Tab	URL
Conversion	https://app.pluspoint.io/surveys/analytics/conversion
NPS Overview	https://app.pluspoint.io/surveys/analytics/responses
Survey Insights	https://app.pluspoint.io/surveys/analytics/survey-insights

Set the filters

All three tabs share one Filters set, so you can hold the period and the locations steady as you move between them.

Filter	Options	Default
Locations	Every location you have access to that has at least one survey template	All of them
Surveys	The templates belonging to the selected locations. An extra CoverManager option appears when the CoverManager integration is connected	All of them
Timeframe	Any date range	The last 12 months
Group by	Day, Week, Month, Year	Month

Group by controls the buckets used by every time-based chart on all three tabs.

Conversion tab

This is the funnel from “someone opened a survey” to “a review appeared”, split between invites you sent and QR codes people scanned.

Conversion Funnel

The funnel compares Survey invitations and QR codes through four stages:

Stage	What it counts
Opened surveys	Survey pages actually opened, whether from an invite link or a QR scan
Responses received	Surveys that were submitted
Proceeded to review sites	Respondents who went on to a review site from the positive screen
Reviews received	Reviews collected for the selected locations in the period

Response rate and Review rate

Each tile shows a delta against the immediately preceding period of the same length.

Tile	Calculation
Response rate	Responses received ÷ opened surveys (invites and QR combined) × 100
Review rate	Reviews received ÷ opened surveys × 100

Note Reviews received counts every review collected for the selected locations in the period, from any source — not just reviews that came from a survey. Review sites do not disclose where a review came from. Proceeded to review sites is the honest measure of how well your surveys drive reviews.

The two tables

Below the charts sit two tables, one for Survey invitations and one for QR codes. Each row is a location; expand a row to break it down by survey template.

NPS Overview tab

This is the satisfaction picture: what people scored you, how that splits into promoters and detractors, and how it moves.

The four tiles

Tile	Definition
Average rating	The mean of the stored 1–5 rating
Total responses	Number of responses in the period
Negative responses	Responses rated below 4, so 1, 2 or 3
Net Promoter Score	Percentage of promoters minus percentage of detractors, from −100 to 100

Note Negative responses uses a fixed threshold of below 4. It is not the same thing as the template’s Intercept negative comments if rating is below: setting. That setting decides which respondents are asked to describe their experience in writing, and it can be set to a different value.

How NPS is classified

Every response is stored on a 1–5 scale, and the classification comes from that:

Stored rating	Classification
5	Promoter
4	Passive (shown as Neutrals on the chart)
1, 2 or 3	Detractor

When a template uses the 0–10 score scale, the answer is converted first: 0–2 becomes 1, 3–4 becomes 2, 5–6 becomes 3, 7–8 becomes 4 and 9–10 becomes 5. In practice that means 9 and 10 are promoters, 7 and 8 are passives, and 0 to 6 are detractors.

Responses Analytics table

A location table with the same figures; expand a row to see them per survey template.

Survey Insights tab

One card per question title, gathered across every template matching your filters. If two templates use the same question title, their answers are pooled into one card. Each card can switch between the answer distribution and the trend over time, bucketed by your Group by setting. Short answer, Long text, Date and Number questions get no chart — just a count and a list of the top answers.

Exports

Every table on the Conversion and NPS Overview tabs offers Export as CSV and Export as Excel. Exports honour the filters currently applied.

For raw, per-response data — including the free-text comments, ticket fields and answers — export from Surveys → All responses instead.

Reference: what the numbers count

Metric	Counted how
Opened surveys from an invite	Once per invite. Re-opening the same invite link does not count twice
Opened surveys from a QR code	Every scan creates a new visit
Proceeded to review sites	Recorded when the respondent goes on to a review site — by clicking a button, or through the automatic redirect that fires when only one review site is available

Troubleshooting

Symptom	Cause	Fix
The Analytics item is missing from the sidebar	The account’s plan covers QR codes only, or you have no Surveys access	Check your plan, or ask an admin to add Surveys access to one of your teams
The numbers are lower than a colleague’s	Analytics only covers locations your teams are assigned to	Compare the Locations filter, and check your team scope
A location is missing from the Locations filter	It has no survey template	Create a template for that location, or bind an existing brand template to its brand
Charts are empty although responses exist	The Timeframe or Surveys filter excludes them	Widen the timeframe — it defaults to the last 12 months — and make sure the relevant templates are selected
Survey Insights shows nothing	No question answers exist for the current filters	The tab only covers custom questions. A template with only a rating and a comment produces no insight cards
Historical figures dropped for one survey	Deleting a survey template also deletes its responses, invites and visits	Copy a template you want to retire instead of deleting it, and turn Enable send surveys off on the old one
A datapoint falls on a different day than expected	Buckets use your browser’s time zone	Compare in the same time zone, or group by week or month