Understanding Survey Utilization

The Survey Utilization section helps organizations monitor how many patient surveys are being sent, opened, and completed.

This data helps leaders understand whether enough patient feedback is being collected to accurately evaluate the patient experience.

Survey utilization also helps track progress toward monthly survey completion goals.

Summary

The Summary view provides a high-level overview of survey activity.

This chart shows the number of surveys that were:

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

This view helps teams quickly understand how patient participation changes throughout the survey process.

For example, organizations can see:

  • How many patients received a survey
  • How many patients opened the survey
  • How many patients completed it

Tracking these steps helps identify where engagement may drop off.

Monthly Survey Goal

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

This goal appears in the Survey Utilization section and shows the target number of completed surveys per month.

For example:

1380 / Month — Org-wide Survey Completion Goal

The goal is typically calculated using a formula such as:

Completed Surveys per Provider × Number of Providers

For example:

10 completed surveys × 138 providers = 1380 monthly goal

Survey goals can also be configured based on:

  • Providers
  • Practices or locations

If your organization would like to adjust the survey completion goal, please contact Protoqual support for assistance.

Sent, Opened, and Completed Surveys

Below the summary chart, the dashboard provides detailed views of survey activity.

These sections break down how surveys are delivered and completed.

Sent

The Sent section shows how many surveys were delivered to patients.

Surveys may be delivered through different methods, including:

  • SMS (text message)
  • Email

This view helps organizations understand how surveys are being distributed.

Opened

The Opened section shows how many patients opened their survey.

This helps organizations understand how often patients engage with survey invitations.

Surveys may be opened through:

  • SMS links
  • QR codes or direct links
  • Email

Completed

The Completed section shows how many patients finished the survey.

Completed surveys are the responses used to calculate patient experience metrics.

Tracking completion rates helps organizations understand how effectively patients are providing feedback.

History

The History section shows how survey activity changes over time.

This view helps organizations track monthly trends for:

  • Sent surveys
  • Opened surveys
  • Completed surveys

Historical views help identify patterns in patient engagement and ensure that survey participation remains consistent.

Depending on your organization’s setup, results can be viewed across different levels such as:

  • Organization
  • Groups
  • Practices
  • Locations

Comparison

The Comparison section allows users to compare survey activity across different parts of the organization.

Depending on configuration, comparisons may include:

  • Groups
  • Practices
  • Locations

Users can choose to compare results based on:

  • Sent surveys
  • Opened surveys
  • Completed surveys

This helps leaders identify which areas are generating the most patient feedback.

Switching Views

Many modules allow users to switch between:

  • Chart view for visual comparisons
  • Table view for exact values

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

Missing Data or Excluded Groups

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

This usually means that no surveys were completed for those groups during the selected time period, so no data is available to display.

Consistently sending surveys and encouraging participation helps ensure accurate reporting and meaningful patient experience insights.

Why Survey Utilization Matters

Survey utilization provides important context for patient experience analytics.

Monitoring survey participation helps organizations:

  • Ensure enough feedback is collected to measure patient experience
  • Identify areas where patient engagement may be lower
  • Track progress toward survey completion goals
  • Maintain reliable patient experience data over time

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