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title: "Survey Dashboard: Understand Dealership Experience & Sentiment"
canonical: "https://resourcecenter.kenect.com/space/KSH/689963095/Survey%20Dashboard%3A%20Understand%20Dealership%20Experience%20%26%20Sentiment"
format: markdown
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Customer experience doesn’t end when service is complete. Use this article to understand the **Survey Dashboard**, helping you track satisfaction, measure sentiment, and uncover experience trends through real customer feedback.

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> ℹ️ # Table of Contents

> Macro (toc)

> ℹ️ This article is intended for <span style="color: #008da6">**Contact Center Manager**</span>**, **<span style="color: #008da6">**Service Manager**</span>**, **and <span style="color: #008da6">**Agent **</span>user roles who will have access to this dashboard on Service AI.

---

> ℹ️ # What is the Survey Dashboard?

The **Survey Dashboard** in Service AI helps dealerships understand how customers feel about their service experience. It brings together Net Promoter Score (NPS) and AI-powered Sentiment data in one place, making it easier to monitor satisfaction trends, identify issues early, and support smarter conversations with your team and customers.

> ℹ️ ## At a Glance

Use the Survey Dashboard to:

1. <u>Monitor customer satisfaction as it happens</u>** **by tracking real-time NPS and sentiment responses tied to service activity.
2. <u>Turn feedback into action</u> by identifying promoters, passives, and detractors before issues escalate.
3. <u>Understand the story behind the score</u>** **with AI-powered sentiment analysis that captures customer tone and context.** **
4. <u>Export and share experience data easily</u>** **to support reporting, follow-up, and internal alignment.

> ℹ️ ## Dashboard Overview

![Product Description Images.png](media://4481982d-f14a-48b1-b797-6b3be714e75f)

| <span style="color: #008da6">**Dashboard Area**</span> | <span style="color: #008da6">**Description**</span> |
| --- | --- |
| <span style="color: #00b8d9">**1**</span> | <span style="color: #00b8d9">**Survey/Sentiment Panel**</span> | clickable options that impact either <span style="color: #00b8d9">**NPS **</span>(Survey) or <span style="color: #00b8d9">**Sentiment **</span>data showing on the Survey Dashboard. |
| <span style="color: #00b8d9">**2**</span> | <span style="color: #00b8d9">**Date Range**</span> | a customized date range (up to a 60-day window) that adjusts <span style="color: #00b8d9">**NPS/Sentiment Score data**</span>, <span style="color: #00b8d9">**delivery/engagement metrics**</span> and <span style="color: #00b8d9">**customer details**</span>. |
| <span style="color: #00b8d9">**3**</span> | <span style="color: #00b8d9">**Net Promoter Score/Sentiment Tile**</span> | displays a speedometer view of scoring, showing how many responses there were and how many customers are <span style="color: #00b8d9">**promoters/positive**</span>, <span style="color: #00b8d9">**passives/neutral**</span>, or <span style="color: #00b8d9">**detractors/negative**</span>** **(depending on Survey/Sentiment data)** **for the selected timeframe. |
| <span style="color: #00b8d9">**3**</span> | <span style="color: #00b8d9">**Customer Engagement**</span> | a drilled-down view showing** **engagement rates, message counts, and delivery/engagement details for any highlighted campaigns. |
| <span style="color: #00b8d9">**5**</span> | <span style="color: #00b8d9">**Delivery/Engagement Metrics**</span> | specialized metrics that show how NPS/Sentiment campaign messages were sent, delivered and responded to. |
| <span style="color: #00b8d9">**6**</span> | <span style="color: #00b8d9">**Response Category Filters**</span> | filtering tabs that update customer responses by scoring outcome to focus on specific experience segments. |
| <span style="color: #00b8d9">**7**</span> | <span style="color: #00b8d9">**Response Table**</span> | a customer list providing NPS/Sentiment results with service and contact details. |
| <span style="color: #00b8d9">**8**</span> | <span style="color: #00b8d9">**Export to CSV**</span> | a button allowing you to export any ‘Survey Response Table’ data into a CSV file. |

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> ℹ️ # How Do I Use the Survey Dashboard?

The Survey Dashboard helps you move from individual survey responses to meaningful insight, showing how customers feel, how often they engage, and where attention may be needed.

> ℹ️ ## How to Read Your Survey Data

In this section, you can learn more about the different metrics, data, and details held within the **Survey Dashboard. **This page is broken up into 3 main sections:

1. **Net Promoter Score/Sentiment Tile**
2. **Customer Engagement**
3. **Response Table**

### Net Promoter Score/Sentiment Tile

This tile shows the overall **NPS **or **Sentiment score** for your dealership, along with a breakdown of how many scores you’ve received based on scoring category. The score within the speedometer is your promoter/positive scores divided by your total responses.

- **NPS (Survey): **these surveys are sent via an **NPS campaign**, and request the customer score their experience at the dealership from 0-10. Based on this score, they’re given a *score category*:
  - **Promoter:** a customer giving a score of 9 or 10
  - **Passive:** a customer giving a score of 7 or 8
  - **Detractor:** a customer giving a score of 0-6
- **Sentiment: **these surveys are sent via a **Sentiment campaign**, and request the customer to leave general feedback for the dealership. Based on this response, Sophi will determine the *sentiment category* via AI:
  - **Positive: **Sophi determined the customer’s response was overall positive.
  - **Neutral: **Sophi determined there was either positive and negative aspects in the response, or no indicator of positive or negative aspects in the response.
  - **Negative: **Sophi determined the customer’s response was overall negative.
- If you hover your mouse over the *Score Gauge*, specific sections will light up and show you the total amount of customers are tied to that response type.
- Below the *Score Gauge *is a total number of responses for your NPS/Sentiment campaigns.

> ℹ️ <span style="color: #008da6">**Important Note: **</span>Specific prompts, scoring parameters, and sentiment logic can be configured within the <span style="color: #008da6">**Sophi **</span>menu. When it comes to determining sentiment, this is done through our AI models with Sophi (and cannot be configured).

### Customer Engagement

This section provides a high-level look at your *messaging performance* across NPS and Sentiment campaigns. Messaging performance is broken up into three sections: the *Engagement Speedometer*, *Delivery Metrics*, and *Engagement Metrics*.

- **Engagement Speedometer:**<span style="color: #00b8d9">* *</span>takes the total number of scored interactions and divides by the total responses sent to give a percentage **engagement rate**.
  - This can be used to review if NPS or Sentiment campaigns are successfully reaching customers and being responded to.
- **Delivery Metrics: **values showing the success of NPS/Sentiment campaign messages **delivering **to your customers. Below is a table aligning the metric to where it appears on the Communication Dashboard (Text panel or Email panel) and its definition.

| <span style="color: #008da6">**Metric**</span> | <span style="color: #008da6">**Location**</span> | <span style="color: #008da6">**Definition**</span> |
| --- | --- | --- |
| <span style="color: #00b8d9">**Attempted**</span> | Survey + Sentiment | How many texts were generated via campaigns for the specified time period and/or date range. |
| <span style="color: #00b8d9">**Undelivered**</span> | Survey + Sentiment | The total texts that never delivered to the customer due to circumstance (such as bounced or dead number). |
| <span style="color: #00b8d9">**Sent**</span> | Survey + Sentiment | the overall amount of surveys that were sent to the customer, including undelivered or non-responded to messaging. |

- **Engagement Metrics: **values showing the success of NPS/Survey messages being **interacted **to** **by your customers. Below is a table aligning the metric to where it appears on the Communication Dashboard (Text panel or Email panel) and its definition.

| <span style="color: #008da6">**Metric**</span> | <span style="color: #008da6">**Location**</span> | <span style="color: #008da6">**Definition**</span> |
| --- | --- | --- |
| <span style="color: #00b8d9">**Sent**</span> | Survey + Sentiment | the overall amount of surveys that were sent to the customer, including undelivered or non-responded to messaging. |
| <span style="color: #00b8d9">**Surveys**</span> | Survey | all NPS messages that were interacted with and a score was left by the customer. |
| <span style="color: #00b8d9">**Sentiments**</span> | Sentiment | all Sentiment messages that were interacted with and a score was left by the customer. |
| <span style="color: #00b8d9">**No Response**</span> | Survey + Sentiment | any NPS or Sentiment texts that were never responded to or ignored |

### Response Table

This table can be used to view past scored conversations related to NPS/Sentiment campaign outreach. Data can be filtered by selecting a score/sentiment category to help understand positive trends or centralize outreach to unhappy customers.

- If a customer is clicked into, it will give customer details tied to the communication and the conversation details between the customer and Sophi.
- Depending on the survey type chosen, different response category filters will show.
  - **Survey**: Promoters, Passives, Detractors, No Responses, Undelivered, All Customers
  - **Sentiment:** All, Positive, Negative, Neutral

> ℹ️ ## Dashboard Best Practices

1. **Refresh & Review Regularly**

Avoid judging performance based on a single day or short window. Customer satisfaction trends become clearer when reviewed consistently over time.

- Refreshing ensures totals, graphs, and communication data reflect current performance.
- For consistent reporting, align dashboard reviews with your weekly or monthly operational meetings.

2. **Use Both Survey & Sentiment Campaigns**

NPS provides a measurable satisfaction score, while Sentiment helps explain customer emotion and tone. Utilizing and reviewing both offers a more complete understanding of the overall experience with your dealership’s service.

- NPS/Sentiment campaigns can be automated through your DMS to send after sales or service events.

3. **Follow Up with Purpose**

Use **detractor **and **negative **sentiment filters to identify customers who may benefit from proactive outreach or internal review.

- Modern statistics show that a customer who was previously upset and had their issue resolved is **87% **more likely to purchase again from that same brand. This is known as the *Service Recovery Paradox*.

4. **Export Customer Responses to Target Outreach**

Exporting survey data can support internal reviews, coaching discussions, and cross-team alignment on customer experience improvements.

- You can export data from the **Response Table **by selecting the blue **Export **button.
- These details will be exported to a downloadable .csv file. These files can also be used for future campaign outreach to help with retention.

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> ℹ️ # Need Additional Help?

If we were unable to fully address your inquiry, please feel free to check out any related articles to this topic, our FAQs to answer common questions about the product, or contact details for help from a dedicated **Kenect** specialist.

> ℹ️ ## Related Articles

> ℹ️ ## FAQs

**Q: Why is there a difference between *****Survey *****& *****Sentiment *****within the Survey Dashboard?**  
*A: “Survey” refers to the standard NPS survey (0–10 rating of likelihood to recommend) sent out after RO completion. “Sentiment” refers to our AI-powered survey that analyzes open-ended responses to gauge tone (positive, neutral, or negative).*

- *These NPS metrics can be viewed by selecting the ‘Survey’ option at the top of the Survey Dashboard.*
- *NPS provides a measurable loyalty score, while Sentiment offers deeper emotional insights from customer language, requiring us to create a separate field for each dataset. These Sentiment metrics can be viewed by selecting the ‘Sentiment’ option at the top of the Survey Dashboard.*

**Q: Why don’t my Survey (NPS) and Sentiment results match?**  
*A: NPS and Sentiment measure different types of feedback and are calculated separately, so it’s expected that scores, response counts, and distributions will not align.*

**Q: Why does my Survey Dashboard not match my DMS numbers? **  
*A: The Survey Dashboard only reflects customers who were eligible for and responded to survey outreach, which may differ from any DMS-sponsored survey programs or numbers.*

**Q: How does Service AI determine positive, neutral, or negative sentiment?**  
*A: Service AI analyzes the language and tone of a customer’s written response and categorizes it as positive, neutral, or negative based on that analysis. You can configure how Sophi handles conversations based on that analysis in the ‘Sophi’ menu → ‘NPS’ or ‘Sentiment’ tabs → ‘Score’ fields.*

**Q: Why do I see fewer survey responses than messages sent?**  
*A: Not every customer who receives a survey message will respond, and response rates can vary based on timing, message type, and customer behavior. You can see all non-responded survey outreach by selecting ‘No Responses’ within the Response Table.*

**Q: Why does my response rate look low?**  
*A: Response rates reflect customer engagement, not delivery, so reviewing delivery and engagement metrics together can help clarify whether messages were received but not answered. You can review these metrics in the ‘Customer Engagement’ section of the Survey Dashboard, and can drill down by viewing delivery and engagement metrics to the right.*

**Q: How soon do survey results appear after a customer responds?**  
*A: NPS and Sentiment survey responses appear in the dashboard shortly after the customer replies, as data updates automatically based on campaign activity.*

**Q: Can I export survey responses for reporting or follow-up?**  
*A: Yes, you can export survey response data from the Survey Response Table using the Export button for offline review or sharing.*

**Q: Why don’t I see any survey data yet?**  
*A: Survey data will only appear after an NPS or Sentiment campaign is enabled and customers begin responding to survey outreach.*

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> ℹ️ <span style="color: #008da6">**Kenect Support**</span>
> ℹ️ 
> ℹ️ For general questions or concerns, please contact our technical support team, available <span style="color: #008da6">**Monday - Friday, 6am - 6pm MT**</span>.
> ℹ️ 
> ℹ️ - <span style="color: #008da6">**Phone:**</span>** **<u>[385-474-8180](https://heliumup.atlassian.net/wiki/spaces/ksh/pages/733118511)</u>
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> ℹ️ 
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