Survey Analysis

Deck automatically imports and analyzes survey responses from integrated platforms, extracting structured insights from both free-text and structured responses.

Supported Survey Platforms

• PostHog - In-app product surveys and NPS tracking
• More survey platforms coming soon

Question Types Supported

Deck recognizes and processes these question types:

Free-Text Questions

• Open-ended responses - AI extracts insights, sentiment, and themes
• Comment boxes - Follow-up explanations and detailed feedback
• "Why?" questions - Reasoning behind ratings or choices

Structured Questions

• NPS (Net Promoter Score) - 0-10 likelihood-to-recommend scale
• Rating scales - 1-5 stars, 1-10 scales, emoji ratings
• CSAT (Customer Satisfaction) - Satisfaction ratings
• CES (Customer Effort Score) - Effort ratings
• Single choice - Radio button selections
• Multiple choice - Checkbox selections
• Yes/No - Boolean questions
• Dropdown - Select from options

How Survey Analysis Works

1. Automatic Import

When you connect a survey platform, Deck:

• Syncs survey definitions and questions
• Imports all responses with timestamps
• Matches respondents to customer accounts when email addresses are available

2. AI-Powered Free-Text Analysis

For open-ended questions, Deck's AI:

• Extracts insights from responses containing substantive feedback (10+ meaningful words)
• Skips generic responses like "N/A", "good", "fine", or empty answers
• Preserves verbatim quotes from the original response
• Detects sentiment (positive, negative, neutral)
• Assigns themes from your existing theme library
• Categorizes feedback as pain points, feature requests, delights, usability issues, or bugs
• Creates new themes when responses cover topics not in your theme library

3. Structured Data Processing

For rating, selection, and numeric questions:

• Values are stored as queryable structured insights
• Connected to customer accounts for segmentation analysis
• Available for filtering and trend analysis
• Linked to themes when patterns emerge

4. Multi-Question Context

When a survey has multiple questions:

• Each answer is processed individually
• Responses are kept together by respondent for context
• Free-text follow-ups to rating questions are linked

Using Survey Insights

View All Survey Responses

Access survey data through your integration management page (e.g., Manage → PostHog):

• Browse all responses by survey
• Filter by date range, respondent, or sentiment
• Search for specific feedback topics
• View response trends over time

Filter by Question Type

Narrow down to specific question types:

• View all NPS responses together
• See rating scale trends
• Analyze free-text feedback separately
• Compare structured vs. qualitative data

Connect to Themes

Survey insights are automatically linked to your theme library:

• See which themes appear most in survey responses
• Track theme sentiment across surveys
• Identify emerging patterns in feedback
• Compare survey themes to other feedback sources

Segment by Customer

When respondents are matched to accounts:

• Filter responses by customer segment
• Analyze feedback from specific account tiers
• Track sentiment by customer type
• Connect survey data to CRM attributes (via Salesforce integration)

Best Practices

Survey Design

• Mix question types - Combine ratings with follow-up "why?" questions for rich insights
• Keep it short - Shorter surveys get more completion, more data to analyze
• Ask "why?" - Follow up structured questions with free-text to capture reasoning

Analysis Tips

• Review AI extractions - Check that insights accurately represent responses
• Refine themes - Update theme descriptions to improve AI matching
• Track over time - Compare survey responses across time periods
• Combine sources - Cross-reference survey insights with user interviews and support tickets

Respondent Matching

To enable customer account matching:

• Collect email addresses in your surveys when possible
• Ensure email addresses match those in your CRM (Salesforce, HubSpot, etc.)
• Deck will automatically link responses to accounts

Privacy and Data Handling

• Survey responses are encrypted in transit and at rest
• Only authorized team members can access survey data
• AI analysis happens in secure, isolated environments
• Verbatim quotes are preserved exactly as written
• Respondent PII is only stored when explicitly collected in surveys