Responses reports
Responses reports display information about customer responses to surveys. Use these reports to manage individual customer feedback. For example, you can drill down to detailed response information, respond to customers, and manually capture additional feedback given in person or over the telephone.
For detailed configuration information, see Configuring Responses reports in Setup.
You can configure the following Responses reports:
- Responses List — Displays a list of responses, and highlights key information
- Responses Form — Provides detailed information about specific responses
Enabling Enhanced responses provides additional functionality on these reports. Optionally, you can configure Case Management Forms to capture additional information about completed survey records, and to close alerts generated from customer responses. For more information, see Case Management Forms.
Responses List report
The Responses List report organizes customer feedback in a list you can customize to present key scores and information. It also displays customer comments and survey alerts. You might find it helpful to think of the Responses List report as the Inbox for customer feedback. Click a row to open detailed information about that response in a Responses Form report.
Displaying customer comments
Turn on Show full comments above the table to expand rows and show customer comments:
Filtering by common comments
The report includes a word cloud that highlights words that most frequently appear in customer comments. They are color coded and sized according to the frequency and rating of a desired key metric, such as Overall Satisfaction or Likelihood to Recommend.
- Green — Associated with surveys with better than average scores
- Red — Associated with surveys with worse than average scores
- Grey — Associated with surveys with neutral or average scores.
Click a word to filter the list of surveys to show customer comments that contain that word. For example, the following report is filtered by the word apologized, and lists 3 responses.
Responses Form report
The Responses Form report displays the full survey response for an individual customer. Use this report to review scores for all questions and customer comments.
Rapid Response
Users can close the loop with customers through email by using the Rapid Response feature. Click Respond and then select an email template. The first time a user opens a template, Medallia Experience Cloud prompts the user to enter signature details to use in the email. When the template opens, personalize the email, fill in any underlined areas (which are used to prevent form letters from being sent) and then click Send.
For more information about configuring the email template used for Rapid Response emails, see Rapid Response emails. For detailed information about configuring Rapid Responses, see Configuring Responses reports in Setup.
Excluding surveys
Excluded surveys are ignored from aggregate reporting. For example, a survey response by a customer that mistakenly gave feedback for a company they did not visit is a good candidate for exclusion. For most programs, grant the ability to exclude surveys only to program administrators.
Excluded surveys are not junked (made invisible to Experience Cloud), but are merely excluded from reporting. For more information about the JUNKED status, see Survey status (e_status).
Activity log
The Activity log captures changes to the survey record, such as:
- Alerts status changes
- Notes added using Add Note button
- Rapid Response emails sent (and customer replies if you have enabled Enhanced responses)
