Grapevine Surveys will track all of your survey submissions and impressions across multiple channels.

A quick glance at the survey report will inform you which of your survey answers and channels are the most popular.

Whilst some elements may vary depending on the question type in each survey, much of the information below will be common across all surveys.

Click a survey's Report button to view the survey report:

The report view will look something similar to the image below:

At the top of the page, you will see the survey details, including the survey type, the unique survey code, a link to the standalone/on-site survey page (if published to that channel) and tags to highlight the channels that the survey is currently active on.

There are 3 filters that can be applied to the report view, date, interval and channel:

You can filter the survey report by date to view the survey results over a set period of time or you can choose a custom period of time using the data picker tool.

The interval filter lets you view and analyze survey responses by day, week, or month. This filter is useful for identifying trends and patterns in customer feedback over different time frames.

The day option allows you to pinpoint short-term fluctuations or immediate effects of specific events (like a product launch or support issue).

The week option provides a broader view, smoothing out daily variations and highlighting weekly trends.

The month option gives the highest-level overview, ideal for spotting long-term shifts in customer sentiment and measuring progress over time.

Using this filter helps you better understand how customer satisfaction changes over time, so you can more accurately connect feedback to business activities, campaigns, or seasonal changes.

The channel filter allows you to drill down further to see only data and stats from a particular channel, e.g. POS

Only one channel can be selected at a time and only channels that have received an impression or a response will be available to select from within the filter:

The survey response stats summarize overall engagement with your survey. These metrics help you assess both reach and participation quality, offering a quick snapshot of how well your survey is performing in terms of attracting and retaining respondent attention.

The total number of times that your survey has been shown to potential respondents. This includes multiple impressions for the same customer if, for example, they revisit the order status page, but never choose to complete the survey.

When your survey is displayed to a customer for the first time, we create a unique survey impression that identifies that customer on that channel, e.g. a customer places an order on your online store and sees the survey on the order status page.

If that customer does not submit a response to your survey and later returns to the order status page to check on their order, they will be presented with the survey again. We do not track the second visit as a unique survey impression.

Read more about unique survey impressions

The number of survey responses received in the period of time selected in the date filter.

The percentage of received survey responses against the number of unique survey impressions.

This refers to the number of respondents who provided an answer to all of the questions in the survey.

This is the percentage of people who started the survey and went on to finish all of the questions. It shows how successfully the survey holds respondents’ attention through to the end.

When a respondent begins answering a multi-question survey, each answer will be sent into the Grapevine Surveys app as soon as they move onto the next question. It does not wait for all answers to be completed before sending the responses.

This is to ensure that partial responses to a multi-question survey are captured and that any drop-offs in completion can be tracked. This will help to identify if respondents are dropping-off at a particular point in the survey.

The completion funnel chart provides a step-by-step breakdown of how respondents move through your survey, highlighting where drop-off occurs across multiple questions.

Each stage represents the percentage and number of people who continued to the next question. In this example, all 37 respondents answered the first two questions (100%), but participation slightly declined as the survey progressed — 97.30% answered the third question, and by the seventh question, only 59.46% (22 respondents) completed it.

This gradual decrease in engagement can help you pinpoint where fatigue or friction might be setting in, enabling you to refine question order, length, or complexity to improve completion rates and overall survey performance.

The table will display the revenue generated from each question response, allowing you to track the value of each response and work out the average order value per response. The most popular answer will be highlighted at the top of the table.

The chart will show the popularity of answers selected on any given interval that you choose from the filters at the top of the report view (day, week, month).

If you are asking your customers where they heard about your store, the stats could then be used to make decisions about where best to allocate your marketing spend.

This graph shows the total daily, weekly or monthly (depending on your selected interval) survey responses as a stacked bar chart showing the proportion of responses received from each channel, e.g. order status page, on-site/standalone survey, POS etc.

Hovering over each interval (day/week/month) will reveal the percentage of overall surveys responses that each channel is responsible for:

The NPS survey results chart visually breaks down how customers responded to the question, “How likely are you to recommend us to a friend or colleague?”

The chart groups responses into three categories:

Promoters (score 9–10)

Passives (7–8)

Detractors (0–6)

Each group is represented as a portion of the total respondents, shown here as a horizontal stacked bar chart.

This allows you to see the distribution of customer sentiment at a glance. Promoters are your brand advocates, Passives are satisfied but not enthusiastic, and Detractors are unhappy and are potentially harmful to your reputation through negative word-of-mouth.

In addition to the category breakdown, we also show you your Net Promoter Score, calculated by subtracting the percentage of Detractors from the percentage of Promoters. This score, shown on a scale from -100 to +100, provides a single metric summarizing overall customer loyalty.

A higher NPS means a larger proportion of your customers are satisfied and willing to recommend your business, while a lower or negative score highlights areas that may need immediate attention to improve customer experience.

To see the responses related to open text question types, you will need to go to the View responses view.

You can do this by selecting the View responses button at the top of the report view:

All data can be downloaded for further analysis. Please see our downloading your survey data article for more details.

Please do get in touch with our support team if you have any questions about the survey report or how the figures are calculated.