In the top-left corner you are able to select either the Forms overview (to manage and create the forms) or the Results overview (to view the results). Upon logging into CloseAlert, you'll land in the Results overview.
On the results page, navigate to 'Email satisfaction'.
The view contains all emails that received feedback. Email results are stored by the specific campaign name set-up in the ESP. On the right-hand side of the email name, the overall satisfaction score is generated. It allows you to quickly scan through the emails and understand their performing.
Structure the results in order to keep a clear overview of all email results. You are able to move emails in a different folder as long as the same Email satisfaction scale is used.
On the right-hand side of the folder name you'll find the button 'Folder results'. Selecting this button, you'll see the cumulative results of all emails in this folder. When you scroll down, you can see the folders and emails within this folder with a quick score overview per folder or email.
Individual campaign results
When selecting the campaign name of an email, the results of this individual email are generated. On the left-hand side of the screen you can select one of the questions from within the form used for the email. Depending on the question type, you will see the matching results per possible answer.
The form results are compiled in an overview dashboard including:
- Sentiment score
- Number of respondents giving a certain score
- Percentage of respondents giving a certain score
- Graph with the score over-time
- Average score split per device and operating system
How the Sentiment Score is calculated
The Sentiment score is always based on the sentiment question. This question can be answered with either a positive or a negative answer.
The sentiment score ranges from -10 to 10 and gives you a quick indication of the overall sentiment. It's calculated in the following manner:
You received 53 responses. 49 are positive and 4 are negative.
positive(49) - negative(4) = 45
45 / total(53) = 0,85
0,85 x 10 = 8,5