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Back to Analytics Overview The Feedback Dashboard provides prebuilt analytics views to monitor and analyze customer feedback survey responses, scores, and trends over a given period. After creating a Feedback Survey based on a survey type (NPS, CSAT, or Like/Dislike), you can use this dashboard to gain actionable insights into the customer experience. It displays:
  • Distribution trends of feedback scores.
  • The overall score for the given period and its trend.
  • Comprehensive feedback results with an option to export.

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View the Feedback Dashboard

  1. Click Analytics on the left navigation pane. The Analytics panel displays the list of reports. Navigate to Feedback Dashboard
  2. Click Feedback Dashboard under the Automation section of the Analytics panel. The Feedback Dashboard appears on the right side of the page.
  3. Select the appropriate filters and click Apply.

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Dashboard Filters

The Feedback Dashboard filters analytics data on feedback survey responses based on the following criteria. Date: Filters conversation sessions by date range based on session start time.
The session start time is used to filter sessions.
Dashboard Filters 1 Date filter options:
  • 24 Hours: Feedback from conversations in the past 24 hours.
  • Last 7 Days: Feedback from conversations in the past seven days.
  • Last Month: Feedback from conversations in the last month.
  • Last 3 Months: Feedback from conversations in the last three months.
  • Custom: Select a start and end date using the calendar widget. Dashboard Filters 2
Survey Type: Filter by CSAT, NPS, or Like/Dislike. Dashboard Filters 3 Survey Name: The name of the feedback survey, configured under Build > Configurations > Feedback Survey. Select All Surveys to view data for all configured surveys, or choose a specific survey from the dropdown. Dashboard Filters 4

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Dashboard Sections

The Feedback Dashboard is organized into five sections based on the selected survey name, survey type, and date.

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Percentage and Number of Respondents

This widget displays the percentage and number of respondents for a specific feedback survey response, along with the percentage increase or decrease over the given period. For NPS surveys:
  • Promoters: Respondents with a score of 9 or above.
  • Passives: Respondents with a score between 6 and 8.
  • Detractors: Respondents with a score between 0 and 5.
Dashboard Sections 1 For CSAT surveys:
  • Very Satisfied: Score of 5.
  • Satisfied: Score of 4.
  • Neutral: Score of 3.
  • Unsatisfied: Score of 2.
  • Very Unsatisfied: Score of 1.
Dashboard Sections 2 For Like/Dislike surveys:
  • Extremely Likely: Score of 1.
  • Extremely Unlikely: Score of 0.
Dashboard Sections 3

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Score Breakup — Respondent-wise Survey Score over Time

This section displays a bar chart showing the percentage of each response type for Like/Dislike and CSAT surveys, or respondent type for NPS surveys, over the selected time period.
Hover over the Survey Score chart to see the number of respondents, response type scores, and percentage of respondents for each response type at a granular level.
For NPS surveys: Shows the number of promoters, passives, and detractors in different colors for the days they responded. NPS Survey Type For CSAT surveys: Shows the number of very satisfied, satisfied, neutral, unsatisfied, and very unsatisfied responses in different colors. CSAT Survey Type For Like/Dislike surveys: Shows the number of extremely likely and extremely unlikely responses in different colors. Like Dislike Survey Type

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Survey Score

This section displays a meter graph (0 to 100) for the survey score based on actual customer feedback. Each score is calculated using a formula specific to the survey type.
  • NPS Score: A whole number between -100 and 100. Formula: (Percentage of Promoters - Percentage of Detractors). NPS Score
  • CSAT: A percentage value. Formula: (Number of very satisfied/satisfied Respondents / Total Respondents) * 100. CSAT Score
  • Like/Dislike: A percentage value. Formula: (Number of extremely likely Respondents / Total Respondents) * 100. Like Dislike Score

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Survey Trendline

This section displays a line graph capturing the date-wise response score trend for positive respondents over the selected date range.
Hover over the trend chart to see the number of respondents and response scores on a specific date at the granular level.
For NPS surveys: Shows the Promoters score trend over the selected period. Survey Trendline 1 For CSAT surveys: Shows the Respondents Score trend for very satisfied and satisfied respondents over the selected period. Survey Trendline 2 For Like/Dislike surveys: Shows the respondents’ score trend for extremely likely respondents over the selected period. Survey Trendline 3

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User-level Feedback

This grid represents metadata for all conversations mapped to the selected survey type. The following fields are displayed:
FieldDescription
Survey NameName of the feedback survey for the selected survey type.
Kore User IDInternal ID of the user who responded to the survey.
Channel IDChannel ID of the conversation session.
Session IDIdentifier of the conversation session.
ChannelConversation channel (web/mobile client or messaging platform).
LanguageLanguage used during the conversation session.
ScoreFeedback survey score.
Date & TimeDate and time of the interaction.
Descriptive FeedbackUser’s response to a follow-up question triggered during the feedback survey. Appears only if a follow-up question is configured.
The values for Score and Survey Name change based on the selected Survey Type.

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Download the Feedback Analytics Report

To download the User-level Feedback report, click the Export to CSV icon. Download the Feedback Analytics Report