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Survey responses are not appearing after the survey closed

If individual responses or response counts look wrong after your survey closes, here is what to check.

After a survey closes, it can sometimes look like responses are missing — either fewer than expected or none at all for certain questions or segments. Here is how to identify what is happening.

  1. Allow time for processing. After a survey closes, EngageRocket processes all responses before displaying them. Wait at least 15 minutes before assuming data is missing.
  2. Check the anonymity threshold. If a specific question or segment has fewer respondents than the minimum threshold, its results will be hidden to protect confidentiality. This applies to open-ended responses, dimension scores, and filtered views. See Article What is the anonymity threshold and why can't I see results? for a full explanation.
  3. Check for optional questions. Respondents are not required to answer optional questions. Low response counts for specific questions may simply mean respondents chose to skip them.
  4. Check the survey's recipient list vs actual respondents. Navigate to the survey dashboard and review the participation rate. If fewer people responded than expected, some recipients may not have completed the survey.
  5. Check for filter settings. If you have applied demographic or unit filters on the dashboard, they may be narrowing down the data significantly. Reset all filters to the default view to see full results.

⚠️ If responses were visible before and have now disappeared: Do not make any changes. Contact support immediately with the survey project name and a screenshot. This is unusual and should be investigated.

Something not working?
  • Open-ended responses are showing for some units but not others — units with fewer respondents than the anonymity threshold will not display open-ended responses. This is by design.
  • The response count on the dashboard is lower than the number of people I invited — some recipients may not have completed the survey. Check the participation rate and consider whether a reminder is needed for future surveys.
Still Need Help?

If responses appear to be genuinely missing after following these steps, Reach out to us at support@engagerocket.co and we'll be happy to assist!