# Survey Results & Settings **Category:** Reports & Analytics **Audience:** Store Managers / Admin Users **Last Updated:** 2026-02-11 --- ## Overview The Post-Buy Survey system automatically sends customers a short survey via SMS after their buy is paid out. Customers rate their experience and provide feedback on staff interactions. This data helps you measure customer satisfaction, identify coaching opportunities, and drive positive reviews to your social media pages. --- ## How the Survey System Works 1. A customer completes a buy at your store. 2. After payout, BuyerKiosk sends an SMS with a link to a short survey. 3. The customer opens the link and answers 4-5 questions about their experience. 4. Based on their satisfaction rating, they either receive a link to leave a public review (high rating) or their feedback is flagged internally for follow-up (low rating). > **Note:** The survey SMS is sent through the same provider (Twilio or Vonage) used for buy notifications. It counts toward SMS usage and is subject to flood protection limits. --- ## Survey Results Navigate to **Admin** > **Reports** > **Survey Results** to view customer feedback. ![Survey Results Page](/images/support/articles/survey_results_overview.png) *The Survey Results page shows summary stats, visual charts, and a detailed table of all responses.* ### Stats Grid Four summary cards appear at the top of the page: | Card | What It Shows | |------|--------------| | **Total Responses** | Number of survey submissions in the selected date range | | **Avg Satisfaction** | Average star rating (1-5) across all responses | | **Greeted Immediately** | Percentage of customers who said they were greeted right away | | **Top Source** | The most common way customers heard about your store | The satisfaction card changes color based on the score: - Green (4.0 and above) -- Great performance - Yellow (3.5 to 3.9) -- Room for improvement - Red (below 3.5) -- Needs attention ### Survey Questions & Charts The results page displays horizontal bar charts for each survey question: **Question 1: "Did an associate greet you when you entered the store?"** - No, I was not greeted - Yes, after a few minutes - Yes, immediately **Question 2: "Did they explain the selling process?"** - No - Yes, but very vaguely - Yes, but could do better - Yes, clearly - I already know the process **Question 3: "Did they explain rejected items?"** - No - Yes, but very vaguely - Yes, but could do better - Yes, clearly - All of my items were accepted **Question 4: Overall Satisfaction Rating** - A 1-5 star rating displayed with an emoji and descriptive text (Poor, Okay, Fine, Great, Amazing) **Question 6: "Where did you hear about us?"** - Options include: Word of Mouth, TikTok, Instagram, Facebook, Google, Snapchat, Radio, Other, None ### Filtering by Date Click the `Pick Date` button in the top-right to filter results by time period. Available ranges include: - Yesterday - Last 7 Days - Last 30 Days (default) - Last 90 Days - This Month - Last Month - Year to Date The stats, charts, and table all update when you change the date range. ### Survey Results Table Below the charts, a searchable and sortable table lists every individual survey response: | Column | Description | |--------|-------------| | **Date** | When the survey was submitted | | **Customer** | Customer name (linked to their profile) | | **Buy** | Buy ID (linked to the buy details) | | **Greeted?** | Response to the greeting question | | **Explained Process?** | Response about the selling process explanation | | **Explained Passes?** | Response about rejected item explanations | | **Satisfaction** | Star rating (1-5 stars) | | **Source** | How the customer heard about your store | | **Buyer** | The staff member who processed the buy (linked to their stats) | | **Sorter** | The staff member who sorted the items (linked to their stats) | | **Comments** | Customer's written feedback | Click the expand arrow on any row to see the full comment and rating details in an expanded view. Rows with written comments are expandable; rows without comments are not. > **Tip:** Use the search box to filter by customer name, staff member, or star rating (e.g., search "1 star" to find low-rated experiences). --- ## AI Survey Analysis The Survey Results page includes an AI-powered analysis tool that processes your survey data and generates actionable insights. ### Running an Analysis 1. Scroll down to the **Survey AI Analysis** section. 2. Click `Generate AI Analysis`. 3. Wait for the analysis to complete (this may take up to a minute). ### Analysis Tabs Once the analysis is complete, results are organized into tabs: | Tab | What It Contains | |-----|-----------------| | **Summary** | An overall summary of customer sentiment and key findings | | **Step 1: Greeting** | Analysis of greeting responses with common patterns and actionable insights | | **Step 2: Process** | Analysis of how well staff explain the buying process | | **Step 3: Passes** | Analysis of how well staff explain rejected items | | **Step 4: Satisfaction** | Average score breakdown with common positive and negative comments | | **Recurring Themes** | Positive and negative themes that appear repeatedly across responses | | **Recommended Actions** | Specific, prioritized action items to improve customer experience | ### Cached Results - Analysis results are cached so the page loads faster on return visits. - A "Cached" badge and timestamp show when the analysis was last generated. - Click `Generate AI Analysis` again to refresh with the latest data. --- ## Survey Settings Navigate to **Admin** > **Store Settings** > **Survey Settings** to configure the survey system. ![Survey Settings Page](/images/support/articles/survey_settings_full_page.png) *The Survey Settings page lets you enable/disable surveys, set the rating threshold, and customize messaging.* ### Enable or Disable Surveys At the top of the settings page, toggle the survey system on or off: - **Enabled** (green) -- Customers receive a survey link after buy payout. - **Disabled** (red) -- No survey texts are sent. > **Note:** Survey text messages are included with your subscription at no extra charge. ### Minimum Rating Threshold This setting controls what happens after a customer submits their survey: - Customers who rate **at or above** this threshold receive a link to your social media pages, encouraging them to leave a public review. - Customers who rate **below** this threshold have their feedback sent as an internal alert to your team via BuyerKiosk Sync. Set the threshold from 1 to 5. Most stores use **4** as their threshold. > **Tip:** Setting this to 4 means customers who rate you 4 or 5 stars get directed to leave a public review, while 1-3 star ratings are handled privately by your team. ### Customize the Messaging Three text fields let you personalize the survey experience: **SMS Message** - This is the text message customers receive after their buy is paid out. - The survey link is automatically appended to the end of this message. - Keep this under 200 characters to avoid using multiple SMS segments. **Positive Review Text** - Shown to customers who leave a rating at or above your minimum threshold. - This message appears just before the link to your social media page. - Use this to thank the customer and encourage a public review. **Negative Review Text** - Shown to customers who leave a rating below the threshold. - This is displayed at the end of the survey as a thank-you message. - Use this to acknowledge the feedback and assure the customer you will address their concerns. After making changes, click `Submit Changes` to save. --- ## Social Media Links Below the messaging settings, you can manage the social media links that satisfied customers are directed to. ### How It Works When a customer leaves a rating at or above your minimum threshold, they are shown a link to one of your social media pages. If you have multiple links configured, one is selected at random for each customer. ### Managing Links **Adding a Link:** 1. Click `Add Survey Link`. 2. Enter a **Name** (e.g., "Google Reviews", "Yelp Page"). 3. Enter the **URL** (the full web address to your review page). 4. Click `Add Link`. **Toggling a Link Active/Inactive:** - Use the on/off switch next to each link to enable or disable it without deleting it. **Deleting a Link:** - Click the delete icon next to the link. - Confirm the deletion when prompted. This action cannot be undone. > **Tip:** Add links to Google, Yelp, and Facebook. The system randomly picks one per customer, spreading reviews across multiple platforms. --- ## Troubleshooting ### Customers are not receiving survey texts - Verify that surveys are **Enabled** in Survey Settings. - Check that the customer has a valid 10-digit phone number on file. - Confirm the customer is not on the Do Not Text list (see the [SMS & Text Communications](/support/articles/sms-text-communications) article). - The flood protector limits messages to 5 per phone number per day -- the survey text may have been blocked if other texts were already sent. ### Survey results show no data - Use the `Pick Date` button to make sure you are looking at the correct date range. - If surveys were recently enabled, results will only appear for buys completed after the feature was turned on. ### AI Analysis is not loading - The analysis can take up to 2 minutes to generate. Wait for it to complete. - If it times out, click `Generate AI Analysis` again to retry. - A stable internet connection is required for the AI processing. ### Social media links are not showing to customers - Make sure at least one link has its toggle switch set to **On**. - Verify the customer's rating meets or exceeds your minimum threshold. - Check that the URL is a valid, complete web address (including `https://`). --- ## Related Articles - [SMS & Text Communications](/support/articles/sms-text-communications) -- How the SMS system works, text logs, and chat templates - [Chat/SMS Panel](/support/articles/04-chat-sms-panel) -- The Workbook chat panel for two-way customer messaging - [Workbook Overview](/support/articles/01-workbook-overview) -- The daily workspace where staff process buys that trigger surveys