Analytics reports allow you to control whether customer scores are calculated using only the most recent feedback or all responses submitted by a customer.
This setting changes how survey data appears in reports.
Most Recent Responses
The Most Recent option displays only the latest survey response for each customer.
Use this option when you want reports to reflect the current state of customer satisfaction.
Benefits include:
- Avoiding duplicate data from repeat customers
- Tracking the latest customer sentiment
- Aligning with the NPS methodology
All Responses
The All Responses option includes every survey submitted by each customer.
Use this option when you want to analyze long-term feedback trends or review historical responses.
Change the Response Setting
- Navigate to Surveys.
- Select the Analytics tab.
- In the top-right, select Settings.
- Locate the Response Type (Only most recent feedback) setting.
- Select Recent or All.
Reports automatically update when the setting changes.
Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com.