Articles

Standard visualization of data.

• Scores Calculation

  Overview Scoring plays a major role in ResponseTek. It is an easy way to summarize answers. By comparing scores over time, it is possible to know if customers' perception is improving or worsening. It...

• Are Scorecards Being Sent to the Wrong Recipients?

  Overview Sometimes it may seem that the scorecards are being sent to the wrong people. This article will help you check if there is really an issue.   Solution Scorecards by default are sent to the us...

• Why is the Survey Score Appearing as N/A?

  Overview There may be cases when you see the score of a survey as N/A instead of a number from 0 to 100. This article explains when this happens.   Information The survey score depends on the question...

• Why Can a User Not See Results after a Change in the User Hierarchy?

  Overview When a new user hierarchy (aka organizational hierarchy) is uploaded to the system, some users may not see the results based on the new hierarchy.    Solution This issue can be caused because...

• Response Daily Extract Report Missing Some Columns Or With Wrong Data

  Overview The daily extract report contains the responses sent on a specific day. Looking at the report, you may notice that some columns have missing data or that some data is wrong. For example, this...

• Why Are There No Results in Reports for a User Who Had Their Account Changed?

  Overview There are situations that may require a user account to be changed in the customer's system. Let us suppose that a user had an account with the code X and it had to be changed to another acco...

• Why Are There Pending Validations?

  Overview When looking at the Solution Overview report and filtering by hierarchy, it is possible that some unknown or pending validation items appear. This article explains why this happens and what c...

• Why Has the Responses Daily Extract Not Been Generated?

  Overview You may not receive the extract with the daily responses for certain days. This article helps you verify if there is any problem by checking the interactions on those days.   Solution In orde...

• Was a Survey Answered after the Expiration Date?

  Overview In some cases, there may seem to have a big distance between the interaction date, when the end customer bought a product, called customer service, or engaged with the company in another way,...

• Supplementary Reports - Workflow Reports - File Import Results

  Overview Importing files with invitations for end customers to answer surveys is a core functionality of ResponseTek. After sending a file to the SFTP, it is natural to want to know the result of this...