When the report is requested as a CSV, the CSV file contains the same information as shown on the PDF report.

The main difference is the experience factors (as selected in Q2 of the survey):

1. The column headings in the CSV are the full names of each factor, e.g. Responsiveness instead of Re.
2. For Detractors and Passives, the selected factors are given as -1s. For Promoters, the selected factors are shown as 1s. Unselected factors are shown as 0s.

To request a Survey Responses report, use this URL

https://app.cio-pulse.com/survey-responses-nps?cpc={your Client Portal Code}

You can use any of the following parameters, prefixing each parameter name with a &.

These parameters define the entity you want to view the surveys for:

• rgid Optional. Include surveys for the Team or Department with this Support Group Code. When omitted, the gauge will include surveys for all Support Groups.
• sgid1 Optional. Include surveys for this Customer Segment 1.
• sgid2 Optional. Include surveys for this Customer Segment 2.
• combine  Optional.  When y, includes surveys for the Department specified in rgid and the Teams that belong to that Department. When n, includes only surveys received for the Department and not for its Teams. This parameter is ignored when the Support Group Code specifies a Team rather than a Department. Defaults to n. You can learn more about how the combine parameter works, in this article.
• cid Optional. Specify a customer id to include the survey responses from this Customer.
• agid Optional. Specify an agent id to include the survey responses for this Agent.

These parameters control the appearance of the report and who it is sent to:

• sort Optional. Specify a sort sequence from five predefined options, 1-5. (refer below for more information).
• format Optional. The format of the report, csv or pdf.
• srn Optional. When y, shows Service Recovery Notes against each survey response where notes have been recorded. Also, when y, a hyperlinked pencil icon is shown at the far right of each row. Clicking on the icon displays the Service Recovery Notes dialog box for this survey.  Defaults to n.  In addtion to y and n, the srn parameter has other values. These other values filter the surveys shown on the report, and so these values are described under the 'Additional filter parameters' section below.
• extra Optional. This parameter requires no value. Adds Support Group Code, Support Lead Name and Support Lead Email to each row of the CSV. When srn=y, the URL for the Service Recovery Notes dialog box is also added to each row of the CSV.
• sendto Optional. Specify who to email the report to - admin, lead, select or an authorised email address, e.g. [email protected].  See Understanding the &sendto parameter below for more information.

These parameters define the period of time you want to the report to cover:

• limit Optional. Specify a number, n, to limit the number of survey responses to the most recent n surveys that meet the selection criteria. n must be 10000 or less.
• lastnps Optional. This parameter requires no value.  Include only the surveys that were used to calculate the latest Net Promoter Score (as shown on the NPS Gauge) for the selected entity. The most recently calculated score will usually be the current 30-Day NPS. However, if no surveys were received in the last 30 days, the most recently calculated score will be the Calendar NPS for the last month in which surveys were received.
• 30d Optional. This parameter requires no value. Include just the surveys that were used to calculate the current 30-Day NPS for the selected entity.
• eom Optional. This parameter requires no value. Include just the surveys received in the previous calendar month.
• current Optional. This parameter requires no value. Include just the surveys received in the current calendar month.
• from Optional. Include responses received on or after this date, yyyy-mm-dd.
• to Optional.  Include responses received on or before this date, yyyy-mm-dd.
• period Optional. Include just the surveys for the specified month, e.g. period=2019-11. 
• fromperiod and toperiod Optional.  Include just the surveys for the specified period range, e.g. fromperiod=2019-01&toperiod=2019-06.

Additional filter parameters:

• min Optional. Includes survey responses where overall satisfaction rating > = this value (1-10).
• max Optional. Includes survey responses where overall satisfaction rating < = this value (1-10).
• srn Optional. srn=r, include only surveys that need recovery (i.e. where the rating falls below your Service Recovery threshold). srn=x, include surveys that need recovery but have no Service Recovery (SR) Notes. srn=w, include only surveys with SR Notes. srn=v, include only surveys with SR Notes, but where the customer has never been spoken to. srn=s, include only surveys with SR Notes and where the customer has been spoken to. srn=y,  display SR Notes (where they exist), but do not filter the surveys in the report. All these settings will show SR Notes against each survey response, where notes have been recorded. Also, a hyperlinked pencil icon is shown at the far right of each row. Clicking on the icon displays the SR Notes dialog box for this survey. Defaults to srn=n (don't display SR Notes and don't filter by service recovery information).

The sendto parameter is used to specify who to email the Survey Responses report to: admin, lead, select or an authorised email address, e.g. [email protected].

When lead specified, the report will be emailed to the support lead of the Support Group with the specified Support Group Code.

When sendto=admin is specified, the report will be emailed to the 'Send-to Administrator' specified in your Instance Preferences. If the the 'Send-to Administrator' field is blank in your Preferences, CIOPulse will send the report to the Master Administrator for your organisation.

When sendto=select, a dialog box will appear, enabling you to choose from a list of authorised recipients. The recipient list will consist of:

• The Support Lead (when &rgid= is used in the URL).
• Also Alerts (when &rgid= is used in the URL and 'Also Alerts for SR Only' = 'No' in your Instance Preferences)
• The Additional Send-to Recipients and Monthly Report Recipients as maintained in your Instance Preferences.
• The Master Administrator and any Supporting Administrators for the instance.

Omitting the sendto parameter is the same as specifying sendto=lead when rgid is specified, otherwise defaults to sendto=admin.

The sort parameter is used to sort the survey responses in the PDF report.

The sort parameter accepts any of these values:

• 1 Survey response date, ascending (default sort sequence when a sort option is not specified).
• 2 Survey response date, descending.
• 3 Overall satisfaction score, ascending.
• 4 Overall satisfaction score, descending.
• 5 Support Group name, ascending.