Surveys and Reviews Analytics

Surveys Analytics

Survey Analytics provides a detailed analysis of your survey submissions, allowing you to compare them against various metrics.

Within the survey filters, you can choose the brand, date, location, survey, service type (dine-in, delivery, pick-up), and whether an offer is attached.

Below is a quick summary of your survey (based on your filters).

You can click on Total Submissions, Positive Reviews and Negative Reviews to see the actual survey submissions and you can download them as a CSV.

The Positive and Negative rating depends on the range you have set for the survey. You can find it in the Survey settings.

For the graph, you can select which metric to compare:

Survey Submission Metrics:

OSAT: Overall Satisfaction score (OSAT) is the 5 star ratings out of total ratings

CSAT: Positive star ratings (4 & 5) out of total number

Positive/Negative: Positive and Negative ratings are separated from each other

Service Type:

Service Types such as Dine-In, Delivery and Pick-up are compared amongst each other in this table.

Location Leaderboard:

Survey submissions between locations are displayed here including the CER and CES.

Customer Experience Rank (CER)

Customer Experience Rank (CER) is based on Customer Experience Score (CES), with ranking set from highest to lowest. E.g. the highest CES is ranked 1.

Customer Experience Score (CES)

 The Customer Experience Score is based on customer sentiments that Momos AI has gathered from feedback. It is a point system to credit positive feedback while penalizing negative feedback.

Breakdown of Ratings:

Reviews Analytics

Reviews Analytics provides a detailed analysis of your reviews connected with Momos, allowing you to compare them against various metrics.

Within the review filters, you can choose the brand, date, location, period (daily, weekly, monthly) and if only to include reviews with text or no text.

Review Metrics:

CSAT: Positive star ratings (4 & 5) out of total number

Resolution Rate: % of reviews and surveys that have been resolved during the selected time period compared with the previous period.

Average Response Rate: % of reviews that have been responded to during the selected time period compared with the previous period.

You can click on Number of Reviews and 1 Star reviews to see each review and download them as a CSV:

You will see the overall review breakdown of reviews per week including lifetime.

Note: The CSV download will include only the reviews within the selected date range. Momos does not support exporting lifetime reviews, as it does not have comprehensive data for reviews created years ago. The lifetime review count and rating are shown separately because those metrics are available independently.