The Metrics Tab

FAQs

Can I see the contacts who were throttled, which opened their email but didn't respond, and who simply unsubscribed?

All about the Metrics tab

The Metrics section provides key details regarding your engagement. Whether you’re looking for response rates for the Email platform, or for the total amount of impressions for your Web survey, the Metrics section covers all the core stats needed to understand your survey effectiveness and performance.

For a quick overview of the Metrics tab's features, view the first 5 minutes of this video from our Admin training series.

How the Metrics tab works

As demonstrated in the above video, click the associated tab along the top of the page to review your stats from any of the CX platforms, and use the time range filter in the top right-hand corner to scope to a specific date range. We provide a few pre-made options (such as last month and last quarter), but you can also set a custom time frame.

A note about date filters

Filtering the Metrics tab by date will filter based on when the survey was sent, not based on when the response was submitted. This is different than in the Reports tab, which provides visualizations and breakdowns of your data, filtered by when responses were submitted.

Email metrics

Sent: Total number of emails sent
Opened: Total number of emails opened (even if no response was submitted)
Responded: Total number of emails resulting in a response (either with or without a comment)
Commented: Total number of responses submitted with a comment (Note: If the comment page is skipped, this value will always be 0)
Throttled: Total number of emails that were not sent due to being scheduled within the throttle period
Bounced: Total number of emails that bounced before delivery
Unsubscribed: Total number of emails that resulted in people unsubscribing from Delighted

Web metrics

Shown: Total number of times the Web survey was displayed (aka total number of impressions the Web survey received)
Responded: Total number of responses submitted for the Web survey (either with or without a comment)
Commented: Total number of responses that included a comment. (Note: If the comment page is skipped, this value will always be 0)

SMS metrics

Sent: Total number of SMS surveys sent
Responded: Total number of SMS surveys resulting in a response (either with or without a comment)
Commented: Total number of SMS responses including a comment. (Note: If the comment page is skipped, this value will always be 0)
Throttled: Total number of SMS surveys that were not sent due to being scheduled within the throttle period

Open rates and the SMS platform

Wondering why the SMS platform doesn’t report out an “open rate” like the Email platform? SMS messages are all considered “opened” upon receipt. If we were to report on an open rate, it would be so close to 100% that it wouldn’t be actionable.

Link metrics

Shown: Total number of times the Link survey was displayed (aka number of times the Link was clicked on)
Responses: Total number of responses submitted for the Link survey (either with or without a comment)
Commented: Total number of responses that included a comment. (Note: If the comment page is skipped, this value will always be 0)

Response rates and the Link platform

Your response rates for the Link platform are probably very high—hovering around 100%. Why is that? When someone clicks the link, you can assume they’ve already decided to respond to the survey. Otherwise, they wouldn’t have clicked it! We usually see high response rates for the Link platform due to the nature of links. Calculating the actual response rate requires knowing how many people were sent or viewed your link wherever you've hosted it!

Kiosk metrics

Shown: Total number of times the Kiosk was displayed
Responded: Total number of responses submitted for the Kiosk (either with or without a comment)
Commented: Total number of responses that included a comment. (Note: If the comment page is skipped, this value will always be 0)

Can I see which contacts were throttled, which opened an email but didn't respond or which unsubscribed?

Yes!

You can export a CSV of Sent surveys from the Export Data page — this file will show you all activity on sent surveys (throttled, opened, unsubscribed) for any date range selected. For more information, check out the Exporting Data article.