Open the reports
Use the portal navigation to open Sentiment Insights or Executive Summary. Sentiment Insights helps you inspect the feedback behind patterns in the analysis. Executive Summary brings together charts and measures for a reporting period.
In Executive Summary, choose Last 7 days, Last 30 days or Last 90 days. Keep the period consistent when comparing two reports. Request dates affect which feedback belongs in that period.
What counts as a response
Response metrics use the first eligible public comment from the portal team on each feedback item. The team includes the portal owner, portal administrators and platform support administrators.
The following do not count as a response:
- A status change or other edit to the feedback.
- An internal note.
- A customer comment.
- A pending-moderation comment or an empty comment.
- A team member commenting on feedback they submitted themselves.
- A comment dated before the request’s recorded creation time.
Response rate is the number of items with an eligible team reply divided by the number of feedback items in the report, expressed as a percentage. It is an item-based measure, not the percentage of individual comments answered.
Average response time is the average time from each answered item’s recorded request date to its first eligible team reply. Items without a reply do not contribute a duration. If none have a qualifying reply, the report shows No responses yet.
Backdating a request can increase its measured response time and move it to another reporting period. See request dates.
Read the feedback behind a result
Use the links on insight cards to open the underlying feedback and check the original text. Read those items before treating a sentiment label or trend as the whole explanation.
Stale-feedback statistics exclude completed items. They measure the time since the last update, rather than the original request date.
Export data or a report
Use Export Data in Sentiment Insights for feedback data, or Export Report in Executive Summary for a PDF report. Review the available options, then use Generate PDF where shown.
Export access requires Pro or Enterprise for regular users. The app offers an upgrade message if the account cannot export. Platform administrators have separate export access.
The reports and exports use the corrected public-team-reply definition. A status update or an ignored comment is not a substitute for replying to a customer.