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Survey Analytics & Reports Growth+This feature requires the Growth+ plan or higher

Every survey in EquipDash comes with a dedicated analytics page that shows you response rates, NPS scores, trends, and individual responses. This is where you turn raw feedback into actionable insights.

Opening Survey Analytics​

  1. Click Surveys in the left sidebar.
  2. Click the analytics icon (chart) on a survey row, or click the survey name.
  3. You will land on the Analytics tab by default.

You can also click Edit Survey in the top-right corner of the analytics page to jump straight to the survey builder.

The Analytics Tab​

The analytics tab gives you a high-level overview of how your survey is performing.

The analytics tab with summary cards, NPS breakdown, and NPS trend chart

Summary Cards​

At the top of the analytics tab you will see four summary cards:

CardDescription
NPS ScoreYour overall Net Promoter Score (-100 to +100), color-coded green (50+), yellow (0-49), or red (below 0)
Response RateThe percentage of sent surveys that received a response
Total ResponsesThe total number of completed survey responses
Pending Follow-upsThe number of responses with a follow-up status of Pending or In Progress

NPS Breakdown​

Below the summary cards, the NPS Breakdown section shows the distribution of your responses across the three NPS categories, displayed with emoji faces:

CategoryScore RangeEmoji
Promoter9-10Happy face
Passive7-8Neutral face
Detractor0-6Unhappy face

Each category shows both the percentage and count of responses.

NPS Trend Chart​

The NPS Trend (6 months) line chart shows how your NPS score has changed over the last six months, with monthly data points. Use this to spot improvements or declines over time.

The Responses Tab​

The Responses tab shows every individual survey response.

The Responses tab showing a list of survey responses

  1. Click the Responses tab.
  2. Browse through responses or use the filters to narrow down what you see.

Response Table Columns​

ColumnDescription
DateWhen the response was submitted
CustomerThe customer's name
NPSThe NPS score given (if the survey includes an NPS question)
CategoryPromoter, Passive, or Detractor
Follow-upThe current follow-up status
ActionsIcons to view the response or update follow-up

Viewing a Response​

  1. Click the view icon (eye) in the Actions column on a response row.
  2. A side panel titled Response Details opens showing:
    • Every question and the customer's answer
    • The NPS score and category
    • The linked customer and booking (if applicable)
    • The date and time the response was submitted
    • A Link Customer/Booking button if the response is not yet linked

Following Up on Responses​

When a customer leaves concerning feedback, you can track your follow-up directly in EquipDash:

  1. Click the edit icon (pencil) in the Actions column on a response row.
  2. A side panel titled Update Follow-up opens.
  3. Set the Follow-up Status to one of the following:
StatusMeaning
No follow-up neededNo action required
PendingFollow-up is needed but has not started
In ProgressYou are currently following up with the customer
ResolvedThe follow-up is complete
  1. Add Internal Notes about what action you took (e.g. "Called customer, offered discount on next visit").
  2. Click Save.

The Pending Follow-ups card at the top of the analytics page shows the count of responses in Pending or In Progress status so you never lose track of customers who need attention.

Linking Responses to Customers and Bookings​

If a response came in via a public link (not from an automatic email), it may not be linked to a customer or booking. You can link it manually:

  1. Click the view icon (eye) in the Actions column to open the Response Details side panel.
  2. Click the Link Customer/Booking button.
  3. Search for the Customer by name or email.
  4. Search for the Booking by booking number or customer name.
  5. Click Save. Selecting a booking will automatically fill in the customer too.

The Sent Tab​

The Sent tab shows every survey email that has been sent. See Sending Surveys for details on tracking and resending.

The Sent tab showing survey emails with status and resend options

Tips for Getting the Most from Analytics​

  • Check your analytics weekly — Spot trends early before small issues become big problems.
  • Follow up on every detractor — A quick phone call or email can turn an unhappy customer into a loyal one.
  • Compare NPS month over month — The trend matters more than any single score.
  • Read the text responses — Numbers tell you what is happening; open-ended feedback tells you why.