Your survey has been running and you want to see what people said. There are two places to look, and they answer different questions.
The two places
Both live under Marketing → Engagement → Surveys. Each survey's card in the list carries a button for each one, and the survey editor has both in its top bar — either route lands in the same place:
- Responses — the answers, grouped by question, with the sums already done. This is the page you want almost every time.
- Reports — delivery records: who it was sent to, what failed, what is queued, plus a Responses tab listing raw submissions one by one. See Read engagement campaign analytics.
Once you are on either page, a Responses · Reports switcher at the top moves you between them, and the back arrow returns to the survey editor.
The Responses page
Every question in the survey gets its own card, with the question text, its subtitle, a badge showing its type, and how many people answered it. What is inside the card depends on the question:
| Question type | What you see |
|---|---|
| Numeric scale | Three figures — the average, the highest and the lowest score — above a table of every individual rating with its date. |
| Single choice and Multiple choice | Each option with its number of votes, a bar and a percentage, sorted most-picked first, above a table of individual answers. |
| Short text and Long text | A table of what people wrote, with dates. |
| File upload | A card per file with a View File button, above a table of the file addresses. |
Welcome and thank-you steps are not questions and do not appear. Neither do unanswered questions from people who abandoned the survey part way.
Reaching the person who answered
Next to the Visitor ID on every answer row sit two buttons:
- Open their chat — opens that person's conversation in your inbox. If they only ever filled in the survey and never wrote to you, Yaplet starts a conversation for them, so you can always reply.
- Security profile — opens what Yaplet knows about them: trust score, whether they are blocked, their devices, addresses and past visits.
You only see the buttons your role allows — the chat button needs the Inbox permission, the profile button needs Security. Both are missing on a response whose visitor has since been deleted, which is explained further down.
Changing the period
The date range picker at the top of the Responses page starts on the last 7 days. Change it and every card recalculates. There is no filter for a score band and no way to filter by anything else — the date range is the only control on this page.
What this page does not do
Worth knowing before you plan a report around it:
- No download or export. There is no CSV button anywhere in the survey pages. Read the figures on screen, or copy them out by hand.
- No completion rate. Yaplet does not count how many people who were shown the survey finished it.
- No NPS calculation. You get the average score, not a promoters-minus-detractors figure. Work that out yourself from the individual scores if you need it.
- No names or email addresses. Every table identifies the answer by Visitor ID — Yaplet's own identifier — even for people you identified with
Yaplet.identify(). The two buttons beside the ID are the way through to the person behind it.
Why an old response can have no visitor
Yaplet deletes anonymous visitors who have no conversations and have not been back for 125 days. When that happens, the survey response is kept — every answer, every timestamp, every figure on this page is unaffected — but its link to that person is removed, so the Visitor ID column is blank.
People you identified with Yaplet.identify(), meaning anyone with an email address, a phone number or your own customer id, are never deleted, so their responses keep their identifier.
Following up on a bad score
Yaplet cannot watch survey answers and act on them — there is no rule that opens a conversation or notifies an agent when a score is low. Someone has to read the Responses page and decide. The follow-up itself is one click once you have: Open their chat on that answer's row drops you into a conversation with the person who left it.
If you want the follow-up to be automatic, ask for the rating in the conversation itself instead, where the agent is already present. See Measure satisfaction after a support conversation.
What's next?
If your responses are thin, the survey is usually too long or reaching the wrong people — revisit Build a multi-step survey and Trigger rules.