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Sample Reports: PDFs and Excel downloads

Best practice for Customer Satisfaction Surveys

We have already shown how you can develop best practice techniques to draft a survey script (our example survey also gives best practice tips for scripting a customer satisfaction survey). You can see the survey take shape here: Sample Survey: from Script to Pilot.

Now we want to look at what happens after this survey has been published and data has started to come in. Demographix allows you to analyse data in realtime – i.e. the survey does not need to be closed to responses in order to use the analysis toolset.

The Analysis of Responses toolset in Demographix allows you to look at the data in graphical format, create a PDF report of this data, and download the data set in Excel (see the first two reports below). It also lets you filter the data set and crosstab on key questions (as shown in the other reports below).

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You can generate a PDF of the main analysis report at any time. It will flag how the data is calculated and shown for each question in the report – for example, whether the percentages are gross (based on total sample) or nett (based on who answered this question). Standard scales are used in all the 5-scale questions (e.g. Excellent=5, Very good=4 ... Very poor=1), though the mixing desk question on liking/hating food, ranges from +5 to -5. The Net Promoter question assigns values of +100 to 9 or 10, while -100 is assigned to 6 or less.

2. Example Analysis of Responses (Excel Version) (85K)

All the data can be downloaded into an Excel file. Write-in data is included in this report – a tab for evey open-ended question in the survey. Note the way data is presented for the ranking question (which asks for three options to be chosen and ranked in order). We weight this data so that a score is given that takes into account the number of times each has been actively selected. In Excel you can rank the data any way you want - such as based on first choices.

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Our crosstab report is based on the question "What sex are you?" so that each question in the survey is shown as a pivot table with the data split into columns for male and female respondents. Note that average calculations are also generated for each column.

4. Example Crosstab Analysis (Excel Version) (137K)

The Excel version includes all the data from the crosstab report, apart from ranking questions and write-ins. However this data is available in the crosstab report generated in your browser. The write-ins for each crosstab break can be viewed in a pop-up, and there is an option to download this into an Excel file.

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We have created a custom filtered report by selecting the data for just males who are aged under 45. Details of the active filter are shown in brown at the top of the report, and confirmed in the barcharts of the two questions used for the filter (see page 13 of the PDF).

6. Example Filter Analysis (Excel Version) (77K)

The full filtered data set can be downloaded into an Excel file. All questions show the filtered data, including the ranking question and all the write-in questions on separate tabs. The active filter is detailed in brown at the top of the file.

Online survey scripting best practice