Survey Utilization

The Survey Utilization section shows how patient surveys move through three stages:

Sent → Opened → Completed

This view helps you understand how much feedback you’re collecting and where patients may drop off in the process.

It also helps you track progress toward your monthly survey completion goal.

Summary

The Summary view provides a quick snapshot of survey activity for the selected time period.

It shows how many surveys were:

  • Sent to patients
  • Opened by patients
  • Completed by patients

Use this view to quickly identify where engagement may be dropping off.

Understanding the Survey Funnel

Survey Utilization is best understood as a funnel:

  • Sent → Opened → Completed

This helps you evaluate:

  • Open rate → How many patients open the survey after receiving it
  • Completion rate → How many patients complete the survey after opening it

How to use this:

  • If Sent is high but Opened is low → patients may not be noticing or engaging with the survey invitation
  • If Opened is high but Completed is low → patients may be dropping off before finishing

This makes it easier to identify where improvements will have the biggest impact.

Monthly Survey Goal

Organizations may set a monthly survey completion goal to ensure enough feedback is collected.

This goal represents the target number of completed surveys per month.

Example:

1380 / Month — Org-wide Survey Completion Goal

Goals are typically based on:

  • Number of providers
  • Number of practices or locations

A common formula is:

Completed surveys per provider × number of providers

If you would like to adjust your survey goal, please contact Protoqual support.

Survey Activity Breakdown

Below the summary chart, you’ll find more detailed views of survey activity.

Sent

Shows how many surveys were delivered to patients.

Surveys may be sent through:

  • SMS (text message)
  • Email

Use this to understand how surveys are being distributed.

Opened

Shows how many patients opened their survey.

Use this to understand how often patients engage with survey invitations.

The dashboard also shows how patients accessed the survey by delivery channel, such as:

  • SMS links
  • Email
  • QR codes or direct links

How to use this:

  • Identify which channels are driving the most engagement
  • Adjust your approach if one channel is underperforming

Completed

Shows how many patients finished the survey.

These responses are used to calculate patient experience metrics.

How to use this:

  • Monitor your completion rate
  • Ensure you are collecting enough feedback to generate reliable insights

History

The History view shows how survey activity changes over time.

Track trends for:

  • Sent surveys
  • Opened surveys
  • Completed surveys

How to use this:

  • Monitor consistency in survey distribution
  • Identify drops or spikes in participation
  • Evaluate whether changes in workflow or outreach are improving engagement

Results may be viewed across:

  • Organization
  • Groups
  • Practices
  • Locations

Comparison

The Comparison view allows you to compare survey activity across different parts of your organization.

You can compare based on:

  • Sent surveys
  • Opened surveys
  • Completed surveys

How to use this:

  • Identify which teams or locations are collecting the most feedback
  • Spot areas with lower participation
  • Compare performance across groups

In some views, results can also be compared by delivery channel, helping you understand which channels are most effective.

Switching Views

You can switch between:

  • Chart view → for visual trends and comparisons
  • Table view → for exact values

Both views display the same data and allow you to analyze results in the format that works best for you.

Missing Data or Excluded Groups

You may see a message indicating that one or more groups were excluded.

This usually means no surveys were completed for those groups during the selected time period.

You may also see gaps in the History view when surveys were not completed during certain months.

Consistently sending surveys helps maintain accurate and complete reporting.

Why Survey Utilization Matters

Survey Utilization provides important context for your patient experience data.

Monitoring participation helps you:

  • Ensure enough feedback is collected
  • Identify where patients drop off in the survey process
  • Improve survey engagement and response rates
  • Maintain reliable and consistent data over time

When survey participation is consistent, your patient experience insights become more accurate and actionable.