Where people drop off

A survey's Results tab has a Drop-off view. It counts how far each person got, without any of their answers, so you can find the question that costs you respondents.

What it shows

• Started: people who reached the first question. Someone who only opened the welcome screen isn't counted.
• Completed and the completion rate: how many of those submitted their answers.
• Median time to complete: the middle time of everyone who finished, counted while the survey is open on screen.
• Where people stop: every question in survey order, with how many people reached it and how many of them stopped there. The question where most people stop is marked. Someone who skipped a question because of its logic still counts as having reached it if they went on.
• Who finishes: the same counts by device, how people arrived (link, QR code, embed or personal link) and language.
• Recent unfinished sessions of named surveys: when each person was last active, which question they stopped at and on what device. A session isn't tied to a person or to their answers.

The date range above the view narrows it to sessions that started in that period. Drop-off is recorded from the moment it was introduced, so responses that arrived before aren't counted, and the page says how many.

Reading it

A big drop at one question usually means that question is hard, sensitive or too long: reword it, make it optional or move it later. A steady drop along the way means the survey is long. Compare devices: a large gap between mobile and desktop points to a question that is awkward on a phone.

Anonymous surveys

• Only counts are kept, with times to the day, and no list of sessions.
• Nothing is shown until 5 people have started. Where people stopped is shown only when enough people stopped for it not to point at a few: questions are pooled until each group has at least 5, and hidden otherwise.
• A group of fewer than 5 by device, source or language is hidden, and so is the next smallest group whenever a hidden one could be worked out from the totals.
• A date range that leaves out only a few people who started isn't shown.