Survey Response Extract
Updated
The Survey Response Extract captures survey data at the question‑answer level, where each row represents a single answer to a particular survey question. For example, a survey containing five questions will generate five rows for each completed survey response on a case. Records are created on the date the response is submitted, ensuring accurate timing for downstream analytics, trend analysis, and attribution.
Purpose
Granular CX measurement: Score distributions and trendlines by question, template, channel, region, or segment.
Driver analysis: Identify which questions/themes most strongly influence overall CSAT/NPS.
Text insights: Track sentiment and emerging themes at the question level.
Program optimization: Compare template versions, channel effectiveness, and timing (send → response latency).
Compliance & audit: Maintain a verifiable record of exactly what was answered, when, and under which survey invitation.
Extract Configuration and Availability
The extract configuration and availability details are listed below:
Extract Attribute | Details |
Channel Split | Channel (Survey) indicates the medium via which survey is sent on the particular case |
Agent Split | Agent provides the split of all surveys sent by the particular agent |
Granularity | Each row represent the answer to that particular survey question for the particular case |
Date Filter | Extract depicts data based on "Survey Response Time" of the survey |
Update Frequency | 1 mins after "Survey Response Time" |
Custom Field Behavior | Custom Fields by default are not added in this extract but feasibility of custom field exists in the particular extract based on below:
Default Behavior: 1. Case Custom Field: Current Value 2. User Custom Field: Current Value 3. Survey Custom Field: Current Value |
Data Schema
The schema details are listed below:
Metrics / Dimensions | Definition | Unique Key | Data Type | Is Null |
Date | Date on which event occurred. | Date | N | |
Case Number | The ID number associated to the Case Details. | Y | Number | N |
Case Details | Associated case to the event, which includes the Case subject, Case ID and the Description. | Varchar | N | |
Agent | The sprinklr user for whom the report is being generated. This indicates details of the last engaged agent on the case. | Y | Varchar | N |
Channel (Survey) | Provides the name of the channel based on which the survey is sent on the associated case i.e. it showcases the medium via which survey is sent on the case. If the survey is sent via multiple medium channels, it will capture all channels against the associated case. | Y | Varchar | N |
Survey | Indicates the name of the survey that is sent to the customer. | Varchar | N | |
Survey Response ID | Indicates the unique ID of the responses made by the customer. It is mostly used for debugging. | Y | Varchar | N |
Survey Sent Time | Indicates the date timestamp when the survey was sent to the customer. | Timestamp | N | |
Survey Response Time | Indicates the date timestamp when the survey sent on the case was responded by the customer. | Timestamp | N | |
Survey Response Count | Measures the total number of surveys responded by the customer i.e number of responses received on the entire survey. | Number | N | |
Survey Question | Indicates the name of the question asked in the survey where each question appears as a separate row. To be used with Survey Answer. | Varchar | N | |
Survey Answer | Indicates the response made by the customer - it can be a text field or numeric based on input asked as per the question. When plotted with "Survey Question", each question appears as a new row for each corresponding survey. | Varchar | N |
Data Settings
Reporting Preferences allow users to customize the default formats for specific metric types. These preferences are applied at the user level. If no changes are made, the system will continue to honor the following defaults:
Default Date Format: MM DD, YYYY - Eg: Jan 15, 2026
Default Timestamp Format: MM DD, YYYY, HH:MM AM/PM - Eg: Jan 15, 2026, 12:36 AM
Default Time Duration Format: HH (h) MM (min) SS (s) - Eg: 3h 02m 35s
For more details, refer to the related article.
When Custom Fields are added in an Extract, they must be treated as Unique Key during calculations to ensure accuracy and consistency.