CrossTab

CrossTab

Feature Overview

The Crosstab feature allows to analyze survey data by comparing responses across different questions, properties, or segments.
It helps to create custom analytical reports inside dashboards where survey responses can be broken down by attributes such as:
  • Branch
  • Region
  • Customer segment
  • Industry
  • Date or time period
  • Other contact properties
Info
Crosstab enables teams to compare results across multiple segments in a single table, making it easier to identify patterns, trends, and performance differences.
For example, you can use Crosstab to:
  • Compare NPS scores across different branches
  • Analyze customer satisfaction across industries
  • Track response trends over time
  • Identify underperforming locations or segments

How to Access the Feature


This will come when you don't have any Crosstab

Follow the steps below to access Crosstab:
  1. From the top navigation bar, click on Dashboards.
  2. In the Dashboards section, select the Crosstabs tab.
  3. Click Create Crosstab.

Main Configuration

The Crosstab builder consists of the following main sections:

  • Survey Selection
  • Rows (Question / Property)
  • Columns (Breakdown)
  • Nested Column or Sub Level 
  • Filters 
  • Ranking & Filters
  • Transpose In Table Formate
  • Visualization Options
  • Merge Table 
  • Save to Dashboard

Survey Selection



Before configuring the Crosstab, select the survey whose responses you want to analyze.
You can:
  • Select one or multiple surveys
  • Search for surveys using the search bar

Rows (Question / Property)




The Rows section defines the main metric or question you want to analyze.
You can choose data from the following sources:
  1. Questions :- Displays all survey questions from the selected survey.
  2. Contact Properties :- Customer attributes stored in the contact database.
  3. Metrics :- Metrics are calculated values derived from survey responses.
  4. Custom Metric :- User-created metrics for advanced reporting.
  5. Metadata :- Metadata fields associated with survey responses.

Row Metrics Display

Once a row question is selected, users can choose one or multiple metrics to display in the Crosstab:
  • Total Count
  • Count
  • Percentage
  • NPS Score ( only for NPS question )
  • Average ( CSAT, CES, Opinion, Rate Attribute, Rating )
  • Top Box %
  • Top 2 Box %
  • Bottom Box %
  • Bottom 2 Box %
For Yes/No , Grid , MCQ , Image Choice  only these option is available.
  • Total Count
  • Count
  • Percentage
For Number question Only Average is Available 
For Long Text & Short Text Row metrics isn't available 

Notes
Important:
Each additional row will create a separate Crosstab table instead of combining the rows into a single table.

Columns (Breakdown)



The Columns section allows you to break down the row data by another attribute.
This helps compare responses across different segments.

If Branch is selected as the column breakdown, the Crosstab table will display NPS scores for each branch.


You can select or deselect the column values that you want to display in the Crosstab table.


Idea
Use column selection to keep the Crosstab table clean and focused on the most relevant segments for your analysis

Adding a New Column

In the Columns (Breakdown) section, you can add more columns to further segment your Crosstab analysis.

Each column added helps further categorize the data, allowing you to compare results across multiple attributes.

Example 



Row QuestionColumn 1Column 2
NPS ScoreBranchWhat is the Primary reason

Sub-Level Breakdown


You can add a second-level breakdown using the Sub Level option.

A Sub Level creates a nested breakdown within the selected column.

Example:


Row → NPS Score
Column → Branch
Sub-level → Weekly response date

This enables analysis such as branch performance over time.


Filters

Filters allow users to restrict the data used in the Crosstab.
Filters can be applied based on:
  • Survey responses

  • Contact properties

  • Metadata values
Examples:
  • Responses from a specific region

  • Responses submitted within a date range

  • Responses from a particular customer segment

Ranking & Filters

This section helps refine the Crosstab results.

Ranking

Displays only the top or bottom results based on selected column.


Examples:

  • Top 5 of branch 1 by NPS

  • Bottom 3 

Metric Filters

Metric filters allow results to be displayed only when certain conditions are met.



Example:

  • Show branches where NPS Score > 0

  • Show segments where Total Count > 50

Multiple filters can be applied simultaneously.


Transpose

The Transpose option switches rows and columns in the Crosstab table.

This allows users to analyze the same data from a different perspective.

Visualization Options


Crosstab results can be displayed using different visualization formats:

  • Table
  • Bar Chart
  • Column Chart
  • Stacked Bar Chart
  • Stacked Column Chart
  • Line Chart
  • Gauge Chart

These visualization options help users better interpret and present insights.

Merge Table

The Merge Tables option allows you to combine multiple Crosstab tables into a single table for easier comparison.


InfoThis option appears when more than one row is added in the Rows (Question/Property) section.
Since each row creates a separate table, Merge Tables helps bring those tables together into one view.


How it works:
  1. Add multiple rows in the Rows section.
  2. Each row generates a separate Crosstab table.
  3. Select the tables you want to combine.
  4. Click Merge Tables and choose the questions.
  5. Click Merge Table.
The selected tables will be combined into one consolidated table for easier analysis.

 
IdeaUse Merge Tables when you want to compare multiple questions in a single Crosstab view and then add your analysis to Dashboard 


Add to Dashboard


The Add to Dashboard option allows you to add the created Crosstab report to an existing dashboard for easier monitoring and sharing.

Once added, the Crosstab will appear as a widget on the selected dashboard


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