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Walkthrough: Creating Salesforce Reports on Survey Results

This walkthrough describes the steps to build a set of reports and dashboards for a hypothetical customer and case satisfaction survey.  In this hypothetical survey there are two key questions that we want to use in our reports:

Questions for report

For responses we want to calculate a "score" for each question based on the answers, as follows:

  1. Overall Satisfaction Score:
    • Very satisfied: 10
    • Satisfied: 5
    • Neutral: 0
    • Dissatisfied: -5
    • Very dissatisfied: -10
  2. Recommend Score:
    • Definitely: 10
    • Probably: 5
    • Not sure: 0
    • Probably not: -5
    • Definitely not: -10

At the end of our walkthrough here is what the final dashboard/reports will look like.

Overview of dashboard

Step 1: Fill in the Salesforce tab

The first step is to fill in the Salesforce tab for our Vista survey to transfer the responses to these two questions to the Survey Result record in Salesforce.  Here is how you would fill out the Salesforce tab in Vista for your survey:

Salesforce tab

For more information on filling in the Salesforce tab, see Setting up Question Mapping in Salesforce Tab.

Step 2: Add Formula Fields to Survey Result object

Next, we need to add formulas to our Survey Result object to calculate the score for each of these questions.  For information on how to add formulas to the Survey Result object, see Survey Result Object in Vista Survey Objects.

To make it easier to build reports on our data, we will also add formula fields that simply assign the question values to new fields to which we can apply meaningful names. 

We will add 4 formula fields to our Survey Result object:

  1. _Overall Satisfaction - Returns the text of Q1Value, as a convenience in our reports
    • Formula: Q1Value__c
       
  2. _OverallSatScore - Returns a numeric score based on the text of Q1Value
    • Formula: CASE( Q1Value__c, "Very satisfied", 10, "Satisfied", 5, "Neutral", 0, "Dissatisfied", -5, "Very Dissatisfied",-10,0)
       
  3. _Recommend - Returns the text of Q2Value, as a convenience in our reports
    • Formula: Q2Value__c
       
  4. _RecommendScore - Returns a numeric score based on the text of Q2Value
    • Formula: CASE( Q2Value__c,"Definitely", 10, "Probably", 5, "Not sure", 0, "Probably not", -5, "Definitely not", -10, 0) 

Note: The reason we add an underscore (_) to the beginning of the field name is so they will appear at the top of the field list, making it easier to find them in the report builder.

Step 3: Build Reports

Now we're ready to build our reports. 

  1. In Salesforce, click the Reports tab, and then click Create New Custom Report to start the Salesforce report builder. 
     
  2. On the Select Report Type page, in Select Category, click Other Reports, then click Surveys with Survey Results.

    select report type
     
  3. Click Create.

    Note: If you don't see Surveys with Survey Results in your list you may need to check the Enable Reports property of the Survey Result object.
     
  4. Change the preview format from Tabular Format to Summary Report.
     
    summary_report
     
  5. Click the menu for the _OverallSatScore column and click Summarize this Field
     
    summarize_this_field
     
  6. Click Average and click Apply.
     
    summarize
     
  7. In Survey Result: Info, click Account and drag it into the Drop a field here to create a grouping area.
     
    drop_account_field
     
  8. In Survey Result: Info, click and drag the following fields into the Preview area to create columns: _Overall Satisfaction, Case, Contact.  When dragging a field, a checkmark will appear in the field name when you have dragged the field to a location where it can be dropped as a column.
     
    drag column
     
  9. Drag the columns to arrange them in the following order: CaseContact, _Overall Satisfaction, _OverallSatScore.
     
  10. Click Edit Custom Filters. Select SurveyID in Field, equals in Operator, and enter the unique 10-digit ID for the survey in Value.
     
    edit filters

    To locate the ID for a survey, open the survey in Vista, and then click the Security tab.  The ID is located in the bottom right of the Security tab, for example: QID: 8968423168.
     
  11. Click Add Chart.  The Chart Editor appears.
     
    chart editor
     
  12. In Select Type, click Horizontal Bar. For X-Axis, select _OverallSatScore. For Y-Axis, select Account.  Click OK.
     
  13. Click Run Report.  The report is created.
     
  14. Click Save As.
     
  15. In Save Report, enter a name for the report.  Click in the Report Unique Name field to have Salesforce generate a unique name automatically. In Report Folder, select a folder for your Vista report. Click Save.  The report is saved.

    Note: On the Edit Custom Filters step we set a filter on SurveyID to only show the results for this survey.  This is necessary if you run more than one survey in your account.  Every Vista survey has a unique 10-digit ID (in this example the ID is 8968423168).  You can get the ID for a survey from the survey link or from the Security tab for the survey in Vista.

We won't go through the steps to build each report, but here's a "cheat sheet" on the reports we need and the properties of each:

  • Overall Satisfaction Summary
    • Step 1: Select the report format: Summary Report
    • Step 2: Select the information to summarize: Record Count: Sum
    • Step 3: Select the grouping for which you would like to calculate summary information: Summarize information by: _Overall Satisfaction, Sort Order:  Descending
    • Step 4: Select the report columns: Survey Result Info: _Overall Satisfaction, Account, Case, Contact
    • Step 5: Order the report columns: Report Column Order: Case, Account, Contact, _Overall Satisfaction
    • Step 6: Select your report criteria: Advanced Filters: SurveyID= [your survey id]
    • Step 7: Select the Chart Type and Report Highlights: Chart Type: Horizontal Bar, X-Axis: Record Count, Y-Axis: _Overall Satisfaction
       
  • Dissatisfied Accounts
    • Step 1: Select the report format: Tabular
    • Step 2: Select the report columns: Survey Result Info:  _Overall Satisfaction, _OverallSatScore, _Recommend, _RecommendScore, Account, Answers, Case, Contact
    • Step 3: Select the information to summarize: (blank)
    • Step 4: Order the report columns: 
      • Report Column Order: Case, Account, Contact, _Overall Satisfaction, _Recommend, _OverallSatScore, _RecommendScore, Answers
      • Dashboard Components: Name: Account, Value: _OverallSatScore
    • Step 5: Select your report criteria:
      • Advanced Filters: SurveyID = [your surveyid], _OverallSatScore < 0
      • Limit Row Count: Rows to Display: 25, Sort by: Account
         
  • Recommend Score Summary
    • Step 1: Select the report format: Summary Report
    • Step 2: Select the information to summarize:  _RecommendScore: Average
    • Step 3: Select the grouping for which you would like to calculate summary information: Summarize information by: Account, Sort Order:  Ascending
    • Step 4: Select the report columns: Survey Result Info: _Recommend, _RecommendScore, Account, Case, Contact
    • Step 5: Order the report columns: Report Column Order: Case, Account, Contact, _Recommend, _RecommendScore
    • Step 6: Select your report criteria: Advanced Filters: SurveyID=[your survey id]
    • Step 7: Select the Chart Type and Report Highlights: Chart Type: Horizontal Bar, X-Axis: Average of _RecommendScore, Y-Axis: _Account
       
  • Recommend Summary
    • Step 1: Select the report format: Summary Report
    • Step 2: Select the information to summarize:  Record Count: (Sum)
    • Step 3: Select the grouping for which you would like to calculate summary information: Summarize information by: _Recommend, Sort Order:  Descending
    • Step 4: Select the report columns: Survey Result Info: _Recommend, Account, Case, Contact
    • Step 5: Order the report columns: Report Column Order: Case, Account, Contact, _Recommend
    • Step 6: Select your report criteria: Advanced Filters: SurveyID=[your survey id]
    • Step 7: Select the Chart Type and Report Highlights: Chart Type: Horizontal Bar, X-Axis: Record Count, Y-Axis: _Recommend
       
  • Would Not Recommend Accounts
    • Step 1: Select the report format: Tabular
    • Step 2: Select the report columns: Survey Result Info: _Overall Satisfaction, _OverallSatScore, _Recommend, _RecommendScore, Account, Answers, Case, Contact
    • Step 3: Select the information to summarize:  (blank)
    • Step 4: Order the report columns:
      • Report Column Order: Case, Account, Contact, _Overall Satisfaction, _Recommend, _OverallSatScore, _RecommendScore, Answers
      • Dashboard Components: Name: Account, Value: _RecommendScore
    • Step 5: Select your report criteria:
      • Advanced Filters: SurveyID = [your surveyid], _RecommendScore < 0
      • Limit Row Count: Rows to Display: 25, Sort by: Account
         
  • Score by Case Owner
    • Step 1: Select the report format: Summary Report
    • Step 2: Select the information to summarize:  _OverallSatScore: Average, _RecommendScore: Average
    • Step 3: Select the grouping for which you would like to calculate summary information: Summarize information by: Case Owner, Sort Order:   Ascending
    • Step 4: Select the report columns: Survey Result Info: _Overall Satisfaction, _OverallSatScore, _Recommend, _RecommendScore, Account, Answers, Contact, Case Number
    • Step 5: Order the report columns: Report Column Order: Case Number, Contact, Account, _Overall Satisfaction, _OverallSatScore, _Recommend, _RecommendScore, Answers
    • Step 6: Select your report criteria: Advanced Filters: SurveyID=[your survey id]
    • Step 7: Select the Chart Type and Report Highlights: Chart Type: (none)

Step 4: Build a Dashboard

Once we have all the reports built we will build the dashboard we showed at the beginning of this article.  We won't go through this step in detail because it should be straightforward if you have experience building dashboards in Salesforce.  Basically we create a new dashboard and add a dashboard component for each of our graphs and tables, using the reports we created in the previous step as the data sources.  If you need instructions on creating dashboards in Salesforce.com, please consult the Salesforce help system for information on building dashboards and dashboard components.



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