The Survey Abandonment Report provides data on when and why respondents leave a survey before completing it. By monitoring abandonment rates at the question and page level, survey creators can identify challenging sections, understand issues with the survey experience, and develop effective solutions.

This allows survey creators to decrease abandonment, increase completion rates, and create more effective, user-friendly surveys based on actual behavior instead of guesswork.

Business Use Cases

• Diagnosing drop-offs in customer feedback surveys: The Survey Abandonment Report helps by pinpointing exactly where respondents drop out of a survey, enabling teams to refine question design, improve flow, and ultimately boost completion rates.

• Improving long-form research and employee surveys: The Survey Abandonment Report helps by revealing where respondents drop off, enabling teams to simplify complex questions, reduce cognitive load, and improve both completion rates and response quality without altering survey objectives.

The Survey Abandonment Report enables targeted survey optimization by focusing on high‑impact questions that cause drop‑offs, resulting in improved completion rates and data quality through the removal of friction points, easier survey completion, more complete datasets, and reduced response bias.

Prerequisites

You will need View, Edit and Delete permissions at the Program Level to access Survey Logics.

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• View: Helps to view the feature.

• Edit: Helps to edit the feature.

• Delete: Helps to delete the feature.

Setting Up

The navigation steps are provided below:

1. Navigate to Customer Feedback Management and access a Survey from the Survey Record Manager page.

2. Navigate to the Analytics tab and click Abandonment Report.

   

   

3. You can scroll up and down to view various widgets in the report, they are enlisted below:

   1. Live Survey Health metrics: Survey health metrics serve as a real-time diagnostic tool, enabling teams to continuously improve their surveys to boost participation and gather dependable data. The following information is provided:

      1. Survey Abandonment Rate: The % of surveys that were opened but not completed

      2. Survey Response Rate: The % of surveys that were opened and completed

      3. Survey Opened Count: The number of times the survey was opened

      4. Survey Response Count: The number of individual responses received by a survey

   2. Question-level Analysis: Question-level analytics provides granular insights into how each survey question performs. Question Level Analytics deep-dives into the following widgets:

      1. Drop-off rates by question

         1. X-axis: Represents the individual survey questions.

         2. Y-axis: Shows the drop-off rate, defined as the percentage of times a question view led to abandonment, meaning respondents stopped at that point and did not proceed to any further questions.

      2. Unanswered Count and Answered Counts by Question

         1. X-axis: Represents the individual survey questions.

         2. Y-axis: Displays two key measures:

            1. Answered count: The number of times a particular question received a response.

            2. Unanswered count: The number of times a particular question was viewed but left unanswered.

      3. Question Path Count

         1. X-axis: Represents the individual survey questions.

         2. Y-axis: Shows the Question Path Count, defined as the number of times a particular question was part of a respondent’s path, either actually viewed or would have been viewed if no skip/display logic had applied.

      4. Comprehensive Respondent Metrics by Question: A table presenting comprehensive response metrics for every question in the survey.