The Geographic breakdown report shows your CX score by country, and by state or province for the countries we can resolve. It is built for Ecommerce accounts and uses the location data that arrives with each survey response.
What populates this report
Every survey response is tagged with a location at the moment it is collected, and the report simply groups those responses by country and state. Responses that arrived without a location are not re-tagged later, so the report reflects what was known about each response at the time.
If the report looks empty, or nearly everything sits in the Other row, work through these:
Make sure location reaches Retently with your customers. The most reliable source is your store integration.
Widen the date range. A region needs a handful of responses before it earns its own row, so a short range pushes most regions into Other.
Expect it to fill in going forward.
Check the campaign's location setting in the campaign's Misc settings.
If you do not see Geographic breakdown in the Reports menu at all, your account is not set up as an Ecommerce account. Get in touch and we will check it for you.
How to access the report
Click the Reports category in the sidebar.
Select Geographic breakdown, just below Store Health.
The report is available to accounts set up as Ecommerce accounts. If your account is not an Ecommerce account, the page shows a short explanation instead of the report.
Filters
The bar at the top of the report controls what is included.
Date range: Last 7 days, Last 30 days (the default), Last 90 days, Last 12 months, or Custom range. Choosing Custom range reveals the From and To fields.
Metric: NPS (the default), CSAT, XSAT, CES, etc. Only the metrics your campaigns actually use are offered.
Campaign: all campaigns by default, or a single campaign.
Your selection is kept in the page URL, so you can bookmark a view or paste it to a colleague and they will see the same thing. Date presets stay relative, so a bookmarked "Last 30 days" keeps tracking the last 30 days rather than freezing on the day you saved it.
The map
Countries are shaded by how many responses they carry, using the Responses legend below the map (5 to 9, 10 to 24, 25 to 99, 100 or more, and No data). Hover over any region to see its name, code, score, response count, and the split by segment.
Click a country on the map, or its name in the table, to drill into that country's states. The breadcrumb at the top of the page takes you back to the country view.
State view
In the state view, each state also carries its score printed directly on the map, so you can read the whole picture without hovering.
State maps are currently drawn for the United States only. Canada and Australia are resolved into provinces, states and territories in the table, but without a map.
The breakdown table
Below the map, one row per region:
Country or State, with its code.
Score for the selected metric.
Responses.
One column per segment, named for the metric you are viewing. NPS shows Promoters, Passives and Detractors, CSAT shows Satisfied and Unsatisfied, and so on.
Rows are sorted by response count, highest first.
Every number in the table is clickable. Clicking one opens the responses behind it in a side panel, so you can read the actual feedback from, for example, the detractors in Texas. In the country view, clicking a country name drills into its states instead.
The "Other" row
Regions with fewer than 5 responses are grouped into a single Other row rather than being listed individually. A score calculated on two or three responses is noise, so we do not publish one for those regions.
In the state view, Other also includes responses from the selected country whose state could not be determined.
Other has no score of its own, since it mixes unrelated regions, but you can click its response count to read the whole group. The individual low volume regions behind it are not listed.
Export to CSV
The Export CSV button on the right of the filter bar downloads the table exactly as you are currently viewing it, including the Other row.
Good to know
Each customer is counted once. Within the selected date range, a customer who answered several times contributes only their most recent response. Totals here are therefore usually lower than the raw response count on the Feedback page.
Only scored responses are included. Deleted, ignored and test responses are excluded.
Responses with no resolvable country do not appear. They are not part of the country view, including its Other row.
The unfiltered country view can be cached for up to 4 hours. When it is, a "Cached, updated ..." line appears under the table. Filtering by campaign or product, and drilling into states, always recalculates from live data.