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Tovuti Impacted - API

[1-16-25 12:00 PM MT] Our Technology team is aware of the issue with API and is working on a resolution. In the meantime, we do not recommend attempting to utilize API.

[12:30 PM MT] The Technology team continues to investigate the concern. There is no new update at this time.

[1:00 PM MT] The Technology team continues to investigate the concern. There is no new update at this time.

[1:30 PM MT] The Technology team continues to investigate the concern. There is no new update at this time.

[2:00 PM MT] The Technology team continues to investigate the concern. There is no new update at this time.

[2:24 PM MT] The API is up and functioning as expected and we are continuing to monitor the situation. Updates will continue to be posted here as necessary.

Please check back here for updates.

Email support@tovutiteam.com if you have any questions.

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Create a Survey Summary Report

  • Updated

Tovuti Administrators may create two types of Survey reports in the Report Builder, a Survey Results or a Survey Summary report. Survey Results reports on each answer from every user, while the Survey Summary provides rollup data and scores on all responses. 

This article describes how to build a Survey Summary report and how the scores are calculated.

This article outlines the following concepts:

 

Create Report

Go to Analytics > click Report Builder > click New

analytics_report-builder_survey-summary_01.png

 

Give this Survey a Title. 

For Report Type, select Education, and for Education Report Type, select Survey Summary.

Select the Survey for this report. 

Select if this report is Filtered by Courses and select the Courses. 

Include the necessary data fields for this report, including the appropriate Survey Scores.

analytics_report-builder_survey-summary_02.png

Click Save and Close.

 

Run Report

From the list view of the Report Builder, click Run Report to view the results of this Survey. Survey Scores correspond to Survey Rating Scale Questions.

These questions are created in the Questions/Statements tab of Surveys.

analytics_report-builder_survey-summary_03.png

 

Scoring

There are three different Rating Scales; 5, 7, or 11 (0-10), and each scores NPS and CSAT scores slightly differently. NPS has the concept of Detractor, Passive, or Promoter; and CSAT has the concept of Unsatisfied, Neutral, and Satisfied.


The Rating Scale is set in the Settings tab when creating a Survey.

analytics_report-builder_survey-summary_04.png

 

  • 5 point rating
      • 1: Detractor and Unsatisfied
      • 2: Detractor and Unsatisfied
      • 3: Detractor and Neutral
      • 4: Passive and Satisfied
      • 5: Promotor and Satisfied
  • 7 point rating
      • 1 - 3: Detractor and Unsatisfied
      • 4: Detractor and Neutral
      • 5: Passive and Neutral
      • 6: Passive and Satisfied
      • 7: Promoter and Satisfied
  • 11-point rating
    • 0-5: Detractor and Unsatisfied
    • 6: Detractor and Neutral
    • 7: Passive and Neutral
    • 8: Passive and Satisfied
    • 9-10: Promoter and Satisfied

Survey Scores are calculated automatically when the Report is run. The following is a breakdown of each score and how they are calculated. 

 

NPS (Net Promoter Score)

NPS is calculated as (the percentage of “promoter” responses (minus) the percentage of “detractor” responses).

For example, in a 5 question Rating Scale Survey, a User gives the following responses:

5, 5, 4, 4, 4

Two responses qualify as “promotor” scores, and zero responses qualify as “detractor” scores.

The formula shows:

(2/5) - (0/5) = 40% NPS score.

Based on User responses, it is possible to have a negative NPS score.

 

CSAT (Customer Satisfaction Score)

CSAT is calculated as (the number of satisfied responses / the total number of responses). 

For example, in a 5 question Rating Scale Survey, a User gives the following responses:

5, 5, 4, 4, 3

Four responses qualify as “satisfied” and one response doesn’t

The formula shows:

(4/5) = 80% CSAT score. 

 

CSAT Average

CSAT Average is calculated raw score of the User’s responses (User Total Score / Maximum Possible Score).

For example,  in a 5 question Rating Scale Survey, a User gives the following responses:

5, 5, 4, 4, 3

Had the User responded with five “Strongly Agrees” (5), the maximum possible score is 25.

The formula shows:

(5+5+4+4+3) = 21

(21/25) = 84% CSAT Average score.

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