How to understand and analyze the poll results in Zoho PageSense | Help guide

Understanding the polls report in PageSense

PageSense lets you place an online poll directly on your website or blog pages to gauge your customers' opinions on specific topics, products, or services offered by your business. It does this right from within a small window on your screen. Once you run the poll, the responses collected for different poll types—long answers, NPS ratings, star ratings, smiley ratings, and others—will appear under the Reports tab of your experiment. These direct answers provided by your customers can help you analyze the performance of your site and further tell you how they feel about your website, such as:  

  • What do visitors like or dislike on your site?

  • Is your website visually appealing?

  • What UX improvements do you need to make to enhance their experience?

  • How happy are they with your products and services?

  • What problems do they face on your site?

Furthermore, the poll report also gives you detailed information on individual visitors such as their country, device/browser used, the feedback shared, and their rating, which we'll explain in the topics below.

Important: Make sure that you don't change your poll or survey answers after you have launched and started receiving responses. This may skew the total count of responses already collected and can interfere with your final decisions. To prevent this, if you need to alter a poll's questions or answers, we recommend you duplicate the existing poll experiment, make the required edits, and launch the new poll on your site.  

To access your poll reports in PageSense:

Click the poll experiment then the REPORTS tab on the top bar. You will see two different tabs under the hood: ANALYSIS and RESPONSES.

Responses tab

Here you can see a detailed breakdown of responses or answers submitted by customers on your poll window. Under this tab, every individual's response is broken down into different headers such as Device, Country, OS, Browser, etc, and you can later filter, compare, and view your responses by specific date ranges and audience segments so you can analyze your results in a way that's most meaningful to you.


Analysis tab

Under this tab, you can see a summary view of your poll's data, browse individual responses (using the date and audience filters to focus on a specific user's response).

This section presents cumulative analytics for your poll like the total number of visitors, visits, impressions, and responses as shown in the screenshot below. 

  • Visitors: The total number of individuals who have landed on your web page that contains the poll.
    Zoho PageSense tracks the number of unique visitors with a browser cookie that is created when someone visits your site for the first time. This cookie lasts for one year. If a visitor clears their cookies or opens your site from a different browser, the app will consider them a new visitor.

  • Visits: The total number of times the visitors have landed on your web page that contains the poll.
    A visit is one browsing session on your site, which can potentially include multiple page views. PageSense uses the visit ID to count the number of times a unique visitor has viewed your poll. The number of visits only increases when the page is refreshed or opened in a new tab on the visitor's browser. This means that one person can count as multiple visits in a day if they come to your site more than once.

  • Impressions: The number of times your poll has been shown to the visitors.

  • Responses: The number of times the poll was answered by your visitors or the total number of poll answers collected from the visitors.


Understanding the chart
Here you can see a visual representation of your poll data on different types of charts for different types of polls you have launched on your website. This type of graphical view might look more interesting than numbers plotted in a table and can help you quickly derive key insights about your polls. Also, under every chart, you will see the breakdown of the following poll metrics:
  • Focuses: The number of times visitors clicked into the poll field.

  • Starters: The number of visitors who started filling out the form or interacted with it.

  • Answered: The number of times the poll question was answered by the visitor.

  • Abandoned: The number of times visitors skipped or left a particular question unanswered while interacting with the poll.

Below are the different types of charts and the metrics each provides for different poll types.

Bar chart: 
A bar chart is generated for radio button and checkbox poll types. The radio and checkbox polls are very similar and display a list of options from which a user can choose. A radio box allows users to select a single answer from the list while the checkbox poll type allows users to select more than one answer. Below is an example we created for a radio box poll with the results of voting shown in the next image.

This chart represents the responses as a bunch of horizontal bars with the percentage of response obtained for each answer and the number of people who selected a given answer at the end of the bars. 
Tip: To increase the quality of your poll results in radio or checkbox poll types, you can choose to randomize answers or make them mandatory.

Gauge chart
A gauge chart is generated for the Net Promoter Score (NPS) question type. The NPS poll measures the overall customer loyalty towards your product/service by asking them to rate it on a scale of 1-10. Below is an example question we created for the NPS poll type with the results of voting shown in the next image.

This chart represents the NPS rating given by the user ranging from -100 to +100 along with the individual percentage of promoters, detractors, and passives, which are classified into three categories:

  • Detractors: score from 0 to 6. Unhappy customers who might talk negatively about your brand.

  • Passives: score from 7 to 8. Indifferent customers who are on the verge of becoming a Promoter or Detractor.

  • Promoters: score from 9 to 10. Enthusiastic, loyal consumers who will convey your brand’s message and attract new leads to your business.

The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters (Passives are always excluded). For example, if 20% of respondents are Detractors, 30% are Passives, and 50% are Promoters, the NPS score is 50 – 20 = 30. Any positive number score means that the percentage of customers who are Promoters outweighs the percentage of your customers who are Detractors.

Numerical rating scale: This rating scale is generated for 1-5 and 1-7 question types. The number rating scale assigns weights to each answer choice on a scale range of 1-5 and 1-7 that your users can choose from to express how satisfied they are with a particular feature/product/service on your website. Below is an example we created for the number ratings poll type (1-7) with the voting results shown in the next image.

The results for the number ratings poll is broken into two parts: a color bar progressing around an open circle that shows the overall average ratings calculated from all poll responses and, a horizontal bar chart that displays the number of responses obtained against each number value as shown in the figure below. To calculate the average number ratings, divide the sum of all numerical ratings obtained by the total responses obtained in your poll. 


Star rating scale: This rating scale is generated for star rating question type. The star rating poll allows your users to rate a product or service with a number of stars on a five-point scale. Each star is assigned a weighted scale that can be easily converted to numerical data in your reports. Below is an example we created for a star rating poll with the voting results shown in the next image.  

The responses to a star rating question are presented in two sections in your reports: one that displays the average ratings received from users on a graphical star scale and another with the breakdown of individual star ratings on horizontal sliders as shown in the figure below. To calculate the average star ratings, divide the sum of all star ratings obtained by the total responses obtained in your ratings scale.

Smiley rating results: This rating scale is generated for smiley rating question type. A smiley rating poll allows your users to rate a product or service using five different emojis or smiley faces. This type of response helps to clearly measure the sentiments of users and easily brings out their real feelings towards your brand. Below is an example we created for a smiley rating poll with the voting results shown in the next image.   

PageSense combines the responses received from all users and displays a balanced smiley expression in your report as shown in the figure. In addition, you can see how many users rated your poll with happy, sad, neutral, and other faces on the horizontal sliders.  

Word cloud: A word cloud chart is generated for short- or long-answer question types. This is a visual representation of the most common words and phrases manually entered by your users in the text boxes. It is a great way to analyze common feedback topics and your customers' feelings based on the most repeated words found in your results. Below is an example we created for a long-answer poll in PageSense. Its voting results are shown in the next image.  

Note that the word cloud will not appear in your report if you choose to encrypt answers in the short answer/long answer type of poll questions.

From the chart, you can see the text responses received in your poll appear as a cluster of words with larger text in the middle of the word cloud. This indicates that these words were more frequently mentioned within your poll and that they're more important. This list of all words can also help you gain deeper sentimental analysis about the emotions behind what customers are saying.

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