Send survey responses to Listen

You can send survey responses as feedback items to Listen, including numerical scores and written feedback. All survey types used in Sentiment are supported as feedback sources in Listen. This allows you to bring your survey data into a centralized location, alongside the rest of the feedback you've captured.

Overview

After you've created a survey, you can:

• Send existing textual responses to Listen in bulk.
• Automatically send future responses to Listen.

You can do one or both at the same time. Sending existing or future survey responses to Listen creates a new feedback view, filtered by your survey source.

Sending survey data only includes responses that include text, along with the associated score. You can't send a numerical response by itself to Listen.

Supported survey types

You can send responses to Listen from the following survey types:

• NPS (Net Promoter Score)
• CSAT (Customer Satisfaction)
• PMF (Product Market Fit)
• UX-Lite (User Experience Lite)

In a feedback view, you can filter feedback items by survey type.

What's imported to Listen

Pendo only imports responses that include both a rating and at least one text response. The exact requirements depend on the survey type:

• NPS: Responses are imported when the visitor gives a numerical rating and answers the open-ended follow-up question.
• CSAT: Responses are imported when the visitor answers the first rating question and at least one text-based follow-up.
• PMF: Responses are imported when the visitor answers both the rating question and the text question. If the text question is later removed from the survey, the survey is dropped from import.
• UX-Lite: Responses are imported when the visitor answers both rating questions and the text question.

Numerical and text responses are shown in the Description column of the feedback view.

Note: NPS responses that contain only the numerical score aren't shown in Listen. The NPS survey must also have a written response to the follow-up question to be eligible for feedback import.

AI settings for analyzing survey responses

If you plan to automatically send survey data to Listen, we recommend that you turn on Feedback summaries in Listen, which you can find by going to Settings > Subscription settings > AI access. This allows Pendo to automatically create titles based on the response description for each feedback item created.

Enabling this setting ensures that feedback items are automatically named based on a combination of the text and numerical score of the survey responses. You can choose which survey responses to allow AI to analyze as part of the configuration process described in this article.

If this setting is turned off, all survey data sent to Listen as feedback items are named after the survey.

Send survey responses to Listen

You can send existing and future survey responses in two ways: from the survey itself or from Listen. Either option opens the Settings page for configuring the connection.

From the survey

1. In Pendo, go to NPS or Sentiment, depending on your subscription.
2. Open the survey that you want to import textual responses from.
3. Open the Settings tab of the survey.
4. In the Listen card near the bottom of the settings page, select Manage settings.
5. Follow the instructions described in Configure settings for connecting a survey in this article.

From Listen

1. In Pendo, go to Listen > Listen settings > Feedback sources.
2. If you already have at least one source connected, select Connect sources in the top-right corner. If you don't already have sources connected, you're automatically taken to the Connect sources page.
3. Find the Sentiment card and select Connect sentiment survey.

4. Choose a survey from the list. You can use the survey type filter to narrow the list to NPS, CSAT, PMF, or UX-Lite.

   The preview on the right side of the screen shows:
   • A sample response to the open-ended question.
   • A count of the number of responses collected by the survey in the last 90 days.
   • Whether the survey is already connected to Listen.
5. Select Next: Settings.
6. Follow the instructions described in Configure settings for connecting a survey in this article.

Configure settings for connecting a survey

After opening the settings page for connecting the survey by following the instructions in Send survey responses to Listen:

1. Turn on one or both of the following: 
   • Automatically send future responses to Listen. This sends all incoming survey responses that include text to Listen. If you're already forwarding incoming responses from this survey to Listen, you can also turn this setting off to stop sending new responses.
   • Send historic responses to Listen. This bulk-imports all existing survey responses that include text to Listen. The process doesn't import responses that already exist as feedback items in Listen. This means that if you've already manually imported a textual response from the survey, the same response isn't imported again here.
     
     
2. If choosing to send historic responses to Listen, choose a date range.
   
   
    
3. Choose your AI settings for each response in your survey. Choose either Do not analyze or Analyze for each row in the table. For convenience, you can select Analyze all.
   
   
    
4. Select Next: Apply and review. If you selected Send historic responses to Listen, this opens an Importing feedback screen with a progress bar to inform you how many items have been processed. Once complete, you're shown an import review detailing:
   • The percentage of survey responses that were successfully imported into Listen on the left.
   • The percentage of survey responses that were unsuccessfully imported into Listen on the right. Select Download error CSV to review errors in your import. Any potential duplicates appear here.
5. Select one of the following to continue:
   • Add more sources to add more feedback sources, such as another survey. This is only visible if you added the survey from the Feedback page in Listen.
   • Open feedback view or Take me to the feedback view to open the automatically created feedback view of responses from this survey. This option isn't available if you turn off both settings in step 1 instead of turning one or both of them on.
   • Exit to close the window.

Find survey responses in Listen

After you've sent textual survey responses to Listen, they appear as feedback items in Listen.

The process of bulk-importing or automatically sending new survey responses creates a new feedback view in Listen that shows only the textual responses you sent from that survey.

You can also find and add these responses in other feedback views:

1. In Pendo, go to Listen > Feedback.
2. Open a feedback view or create a new one. For instructions, see Save custom views of feedback.
3. In the feedback view, open the Feedback items tab. For information about this tab, see Manage feedback in Listen.
4. From the filters at the top of the page, open the Sources menu.
5. Find and select the survey that you're interested in. Each survey response is displayed as a row in the feedback view.

6. In the Description column, select Expand all to view all responses to the survey questions.

7. Alternatively, to view all the responses in a single row, hover over the question in the Description column, then select See more to expand the cell.

Filter NPS responses by ratings

You can filter by NPS survey ratings from a feedback view in Listen.

1. In Pendo, go to Listen > Feedback.
2. Open a feedback view or create a new one. For instructions, see Save custom views of feedback.
3. In the feedback view, open the Feedback items tab. For information about this tab, see Manage feedback in Listen.
4. From the filters at the top of the page, select NPS Rating. This opens the list of survey ratings.
5. Select the ratings that you want to filter your text responses by. For NPS surveys, ratings are grouped into promoters (9 and 10), passives (7 and 8), and detractors (0 through to 6).