Upload client survey and NPS results

Google reviews and direction requests don’t say much about a business whose clients can’t post public endorsements, such as engineering and other B2B firms. Post-project surveys and Net Promoter Score (NPS) results often give a truer picture.

Upload your survey results to a brand and its monthly report gets a Client Feedback section: your NPS or satisfaction score over the last 12 months, how it’s moving, and the themes in what clients wrote. See What the report shows.

Ask us to switch it on first

Survey uploads use the same switch as the other export uploads, and it isn’t on by default. Contact support and ask us to turn on export uploads for your workspace. Until we do, the Client survey / NPS results card doesn’t appear on the brand’s Setup tab.

What you need

• The results of a survey that asks clients for a score, exported as a .csv or .xlsx file. Either:
  • Net Promoter Score, 0 to 10. For example, “How likely are you to recommend us to a colleague?”
  • Satisfaction, 1 to 5. For example, “Overall, how satisfied were you with our work?” Answers written as words, such as Very satisfied or Dissatisfied, are read as their number.
• A date for each response. Every survey tool’s export has one.
• An owner, admin or member role in your KnowYourMarket.ai workspace. Viewers can’t upload.

A comment question (“What’s the main reason for your score?”) and a project or service question are optional, but they make the section far more useful.

Export your results

Export every response, not a summary or chart. If your tool offers a choice, pick CSV and the answer text rather than codes.

Microsoft Forms

1. Open the form and select View responses.
2. Select the arrow next to Open results in Excel, then Download a copy.

SurveyMonkey

1. Open the survey and go to Analyze results.
2. Select Export, then New export.
3. Choose Individual responses and CSV.
4. Set the column format to Standard or Condensed, and the cell values to Actual answer text.
5. Select Export, then download the file when it’s ready.

Qualtrics

1. Open the survey and go to Data & Analysis, then Data.
2. Select Export & Import, then Export Data.
3. Choose CSV.
4. Choose Use numeric values.
5. Select Download.

Tip

For Qualtrics, use CSV rather than Excel. The CSV is the layout we read reliably.

HubSpot

1. Go to Service > Feedback Surveys and select the survey.
2. Open the Responses tab.
3. Select Export survey responses, then All available survey response dashboard data.
4. Download the CSV when HubSpot has it ready.

Any other tool

Google Forms, Typeform, Jotform, your CRM or a spreadsheet you keep yourself all work. The file needs one row per response, a header row with the question names, a score column and a date column.

Upload and check the file

1. Go to Marketing Feed > your brand > Setup tab.
2. Find the Client survey / NPS results card under Channels.
3. Choose the file and select Check file.
4. Check what we found. Nothing is saved yet.
5. Select Save to keep the responses.

To see them in the PDF, re-run a month under the brand’s Reports tab. See Re-run a month.

What the check shows

Box	What to check
Score column	The question that holds the 0 to 10 or 1 to 5 answers. We pick it by its name and its answers. Change it if we picked the wrong one.
Scale	Net Promoter Score (0 to 10) or Satisfaction (1 to 5).
Date column	When each response was submitted.
Date format	Day / month / year or Month / day / year. When we can’t tell from the dates, the box says (please check). SurveyMonkey and Qualtrics often write the month first.
Comment column	Optional. The question where clients explained their score.
Project or service column	Optional. Adds a breakdown by project or service to the report.

Below the boxes you’ll see:

• How many responses were found, their date range, and the score they add up to.
• How many are new and how many are already on file.
• Any rows skipped, and why: no score, no date, or dated in the future.
• The first five responses, so you can see the columns are right.

Every change to a box checks the file again straight away.

Personal details are never read

Columns holding names, email addresses, phone numbers, companies, addresses and IP addresses are listed under Not read (personal details). Nothing in them is stored. Comments are summarised into themes in the report and never quoted.

What the report shows

The Client Feedback section appears after Google Business Profile once a brand has responses in the 12 months to the report month.

Net Promoter Score

• NPS, from -100 to +100, with the change on the 12 months to the previous month.
• Promoters (9 to 10), Passives (7 to 8) and Detractors (0 to 6), as counts and shares.
• Responses over the 12 months, and how many came in during the month.
• A 13-month chart of the 12-month NPS, with the responses received each month.

Satisfaction

• Client satisfaction: the share of responses rated 4 or 5.
• Average rating out of 5.
• Satisfied (4 to 5) and Dissatisfied (1 to 2) counts.
• The same 13-month chart.

If you upload both kinds, the section shows both.

Also in the section

• By project or service, when you picked a project or service column and there are at least two.
• What clients said: the themes in the comments, praise and criticism, each with how many comments mention it.
• Key learnings and action items for client feedback.

The executive summary and next month’s actions can draw on it too. For the definitions, see the Metric glossary.

Why 12 months

Most businesses get a handful of survey responses a month. A score from three responses jumps around too much to read, so the headline score covers the 12 months to the report month. The month’s own responses show next to it. With fewer than 10 responses in the 12 months, the section says to read the score as indicative.

Upload again any time

• Upload whenever you like: each month, each quarter, or a year of past responses at once.
• Uploading a file that overlaps an earlier one is fine. A response already on file is updated, not counted twice. We recognise a response by its response ID when the export has one, otherwise by its date, score, comment and project.
• Survey results always count from the day you upload them, including in earlier months. Re-run a month to see new responses in its report. Uploading survey results doesn’t mark older reports as Figures updated.

Remove responses

1. On the Client survey / NPS results card, under On file, pick a month or All responses on file from Remove responses.
2. Select Remove, then confirm.

Re-run any month you want the report updated for.

If the check fails

“No score column found.” Pick the column with the score answers under Score column.

“No date column found.” Pick the column with the submission date under Date column.

“Rows have scores outside 0 to 10” (or 1 to 5). The score column has answers that aren’t a whole number on the scale. The rows are listed. Check you picked the right column and the right Scale. A satisfaction question scored 1 to 5 needs Satisfaction (1 to 5).

“No responses with both a score and a date were found.” The file has no complete responses. Check it’s the export of individual responses.

“Could not open the file.” Upload the .csv or .xlsx file exactly as your survey tool exported it.

“Uploading client survey results is not enabled for this organisation.” Export uploads aren’t switched on for your workspace yet. Contact support.

For anything else, see Troubleshooting.

Get more clients answering

The section is only as good as the number of clients who answer. See Run a client NPS survey for how to ask, when to ask and how to lift response rates.