--- title: Analyze customer feedback description: Learn how to analyze your customer loyalty and support feedback to track trends and performance over time, as well as make improvements. --- [HubSpot Knowledge Base ](https://knowledgeqa.hs-sites.com) # [Analyze customer feedback](https://knowledgeqa.hs-sites.com/customer-feedback/how-do-i-analyze-my-customer-feedback) Written by [HubSpot Support](https://knowledgeqa.hs-sites.com/author/hubspot-support) | May 10, 2018 4:00:00 AM Once you've set up and conducted your [customer loyalty survey](https://knowledgeqa.hs-sites.com/articles/kcs_article/customer-feedback/how-do-i-send-a-customer-loyalty-survey), [customer support survey](https://knowledgeqa.hs-sites.com/articles/kcs_article/customer-feedback/how-do-i-send-a-customer-support-survey) or [customer satisfaction survey](https://knowledgeqa.hs-sites.com/articles/kcs_article/customer-feedback/create-and-send-customer-experience-surveys), analyze the feedback and track performance over time to improve your business processes. You can view customer feedback performance over time in your [service dashboard](https://knowledgeqa.hs-sites.com/articles/kcs_article/reports/how-do-i-use-the-service-dashboard) with pre-built customer feedback reports, or you can view data for individual surveys for a more granular breakdown of survey responses. To analyze feedback for an individual survey: - In your HubSpot account, navigate to **Service** > **Customer Feedback**. - In the dashboard, click the **name** of an existing survey. Each survey details page will break down individual responses and overall metrics for that survey. This data is separated by the *Responses* and *Analyze* tabs. ## Responses - Click the **Responses **tab to see all the feedback you've received for the survey. You can sort these responses by clicking a **column header**. **Please note: **it is currently only possible to reply to [Customer Satisfaction](https://knowledgeqa.hs-sites.com/customer-feedback/create-and-send-customer-satisfaction-surveys) and [Customer Loyalty (NPS)](https://knowledgeqa.hs-sites.com/customer-feedback/how-do-i-send-a-customer-loyalty-survey) survey responses. - [Super Admins](https://knowledgeqa.hs-sites.com/articles/kcs_article/settings/hubspot-user-roles-guide#super-admin) can delete individual survey responses from the *Responses* tab. To delete a survey response, hover over the response and click **Delete**. - You can export your survey response data by clicking the **Export** button in the upper-right. The data will export as a CSV file and will contain all of the details for each survey response. If you apply any filters before exporting, the export will contain only the survey responses that match your filters. ## Analyze On the *Analyze* tab, view summaries and charts of your feedback metrics. The metrics on this tab will differ slightly between survey types. The first report will show you an overview of your data. For web surveys, you will see: - **Surveyed:** how many visitors were surveyed. **Please note: **a value of *N/A* under *Surveyed *indicates that HubSpot was unable to register a view for a survey response. As a result, the contact may not display in the survey analytics. This can occur because the respondent was using for example, an ad blocker or had a browser extension installed that blocked our tracking code. - **Responses:** how many of the surveyed visitors responded. - **Responses with comments:** how many responses included comments. For email surveys, you will see:  - ** Sent:** how many surveys were sent out. - **Delivered:** how many sent surveys were delivered to the recipient's inbox. - **Opened:** how many of the delivered surveys were opened. - **Responses:** how many recipients filled out the survey. - **Responses with comments:** how many survey responses included comments. Each survey type also includes a set of visual reports. Customer Loyalty (NPS) surveys will show: - **Your NPS score:** the percent of *Promoters* minus the percent of *Detractors*. On the NPS scale, a  *Promoter* is a 9-10, *Passive* is a 7-8, and *Detractor* is a 0-6. - **How your customers are feeling:** the percentage of people who are *Promoters*, *Passive*, and *Detractors*. - **How your customers are feeling over time:** your customer loyalty responses over the selected timeframe. Customer Satisfaction (CSAT) surveys will show: - **How satisfied your customers are:** the percentage of customers who responded to the survey as happy, neutral, or unhappy. - **How satisfied your customers are over time:** your customer satisfaction survey responses over the selected timeframe. Customer Support (CES) surveys will show: - **How customers feel about your support experience:** the percentage of customers who found your support experience, easy, neutral, or difficult. - **How customers feel about your support experience over time:** your customer support survey responses over the selected timeframe. To filter your survey responses: - Above your reports, click **Filter responses**. - **Contacts:** view data for responses that were submitted by specific contacts. The dropdown menu contains a sample of your contact. You can search for any contact in this filter. - **Companies:** view data for responses that were submitted by contacts associated with specific companies. The dropdown menu contains a sample of your companies. You can search for any company in this filter. To filter responses based on contact properties: - In the left sidebar menu, click** + Add Filter**.  - Search for the property for your filter and click its** name**. - Select the **filter option** you want and click **Apply Filter** to filter the metrics. 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