Analysis and statistics
The Claform Data Team writes about analysing survey results: statistics, benchmarks, dashboards and reporting.
2 articles
Data & Analytics8 min read
What belongs on a survey analytics dashboard: the six metrics to track, how to lay them out for each audience, chart choices, and alert thresholds that hold up.
Claform Data Team
Data & Analytics9 min read
How to analyze survey data in order: clean, describe, cross-tab, test for significance, find drivers and code open text, each step with a worked example.
Claform Data Team6 guides & tutorials
IntermediateSurvey results report structure, the right chart per question type, honest NPS, CSAT and Likert reporting, and a one-page summary outline you can copy.
BeginnerLikert scale examples for agreement, frequency, satisfaction, importance and likelihood, plus 5 vs 7 points, the midpoint and how to analyze results.
IntermediateWhat AI does well with survey data (themes, sentiment, key drivers, segment splits), where it fails, and how to check its output before you act on it.
AdvancedA repeatable method for turning free-text survey answers into counted themes: build a codebook, code a sample, check agreement, connect to scores and report.
IntermediateHow to benchmark NPS, CSAT and CES without borrowed numbers: trend your own scores first, compare segments, then read published benchmarks for what they are.
IntermediateA fixed-order cleaning pass for survey data: duplicates, speeders, straight-liners, attention checks, gibberish and missing answers, with thresholds to reuse.
11 definitions
A benchmark is a reference value, from your own past results or from comparable organizations, used to judge whether a survey score is good, average or weak.
Churn rate is the percentage of customers who cancel or stop buying in a period: customers lost divided by customers at the start of the period.
Completion rate is the percentage of people who submit a survey out of those who started it, calculated as completed responses divided by survey starts.
Cross-tabulation is a table that shows the answers to one survey question broken down by the answers to another, so you can compare groups side by side.
Customer Effort Score (CES) is a metric that measures how easy it was for a customer to complete a task, usually on a 1 to 7 agreement scale.
Customer Satisfaction Score (CSAT) is the percentage of respondents who rate a product, service or interaction satisfied or very satisfied on a short scale.
Data segmentation is the practice of splitting survey responses into groups, such as by plan, region or tenure, so results can be compared between groups.
Margin of error is the range, in percentage points, within which a survey result is expected to fall for the whole population at a chosen confidence level.
Net Promoter Score (NPS) is a loyalty metric from one 0 to 10 recommend question, calculated as the percentage of promoters minus the percentage of detractors.
Response rate is the percentage of people invited to a survey who complete it, calculated as completed responses divided by valid invitations.
Sentiment analysis is an automated method that classifies open-text survey answers as positive, negative or neutral so comments can be counted and tracked.
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