Guest Survey Report

1. Access the Report Section

• Log into your SoftPoint dashboard.
• Navigate to the Reports section.

2. Open the Guest Survey Report

• Locate Guest Survey Report in the list.
• You may open it in two ways:
  • Click the report name directly.
  • Click View on the right side.
• Both options open the same report.

3. Understanding the Guest Survey Report Layout

• Questions Column
  • Displays all configured custom survey questions.
• Location Score
  • Shows the average score for the currently selected location.
  • Reflects only the selected date range.
• Other Locations Average
  • Shows the average score across all other locations in the corporation.
  • If you have only one location, you will only see your own score.
• Top Performer
  • Indicates where this location ranks among all locations.
• Responses
  • Shows total number of survey responses received within the date range.

4. Purpose of This Report

• Provides a condensed, high-level overview of survey performance across questions.
• Useful for understanding general customer sentiment and location ranking.

5. Navigate to Individual Survey Responses

• To view detailed responses:
  • Go back to Reports and select Feedback Report, or
  • Use the shortcut link at the top of the page.

6. Guest Feedback Report Overview

• Displays each individual survey submission.
• Shows:
  • Question 1, Question 2, etc.
  • Score given by the customer.
  • Ticket number associated with the survey.
  • Employee associated with that ticket.

7. Viewing Ticket Details

• Click on any ticket number to:
  • Navigate to the Ticket Details page.
  • Review all items and actions on that ticket.
  • Identify which employee handled the transaction.
• Useful for understanding why certain responses were low or negative.

8. Filters & Export Options

• You can:
  • Select a custom date range.
  • Filter using the same time-range presets as other SoftPoint reports.
• Export options include:
  • Excel
  • CSV
  • PDF