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Track Form Performance with Analytics

Enterprise plans only. 

The OpenForms analytics will show you key statistics about responses and form performance.  

To see form analytics:

  1. Go to the Analytics tab of your form.
  2. Use the drop-down menus to filter by:
    • Date range: Choose a timeframe or select Custom to choose a specific period within the past year.
      analytics tab date range
    • Version: Choose to show statistics for versions that are All within date range or choose Custom to select a range of versions.
    • Device: Choose to show response statistics from a particular device, to show All, or select Custom to check each desired device type.
  3. Switch between these key metrics to view more data:
    • responses
    • average time taken
    • completion rate
    • workflow responses
      workflow responses metrics

If you want to view traffic sources and page views, check out the instructions to add Google Analytics to your forms. To see statistics on an organization-level, use the Insights page.

Responses 

The responses section will show you a graph of Form responses over time, including the number of responses on any given day in the chosen timeframe. You can hover over graph points to see the specific response count for the given day.

The Analytics tab defaults to the Last 7 days, but you can change this using the Date range drop-down menu to see a response count over a longer period.

responses form responses graph

Average Time Taken 

The metrics here can help you understand where users might be getting stuck and where forms can be streamlined. There are two parts to this:

  1. A graph showing the Average time taken in minutes to complete the form or section. Switch between Form and Sections to see the specific statistics; in Sections, you can use the drop-down menu to choose which section to look at.
    average-forms-sections-2.gif
  2. Respondent behaviour provides an average count of back clicks and save clicks per respondent. The form averages will display at the top, followed by a chart of the average number of back and save clicks per section.
    respondent table.png

If these metrics are high, you may want to evaluate your forms to see where you can streamline, provide more upfront information, or group related fields.

Back Clicks

This metric refers to the average number of times a respondent had to select the Back button to go to the previous page of your form. This may be because the respondent needs to check information or change their answers. If this seems high, you can:

  • Use field Descriptions or Content fields to provide instructions or suggestions to help respondents answer fields.
  • Group related fields into the same section, so respondents can tackle them at once.
  • Set up a data connection to fill in answers for respondents using data captured in previous sections.

Save Clicks 

The average number of times a respondent selects the Save button without submitting the form. This may occur because the respondent needs to collect information or documents to complete the form, or because the form is very long, and they need to come back to it or reassure themselves that their progress has been recorded.

If this is high, consider:

  • Using a Content field to list all necessary information and documents at the start of the form.
  • Only asking for information you need and will use.
  • Using repeatable groups when you can, so users can control how many sets of fields appear for the same information.

Completion Rate 

The overall completion rate gives the percentage of users who have completed and submitted the form versus those who have abandoned it. This section also shows:

  • Completed vs abandoned responses: A graph to compare how many users have completed the form and how many have opened the form but not submitted. You can hover over the graphed points to see the exact number of completions or abandonments for a specific date. Filtering by Form version and Device may be helpful here to see if some devices have a high abandonment rate or if subsequent form versions solved respondent pain points.
    completed graph
  • Where respondents are struggling the most: A graph of the Average number of errors per response compared with when they were made. You can switch between the errors made per Form or by Sections; in Sections use the drop-down to switch between current and deleted sections in your form.
    struggle2.gif
  • Fields where respondents make the most errors: A chart listing which fields receive the most errors, including the Field, Section, Type of error, and Total errors. The Type of error column can give you some guidance, but you may need to test the form to uncover the cause.
    error fields
  • Fields where respondents most often abandon the form: A chart listing the field that respondents most frequently interact with before abandoning the form. This may be the result of an error with this field (cross-check with the Fields where respondents make the most errors chart) or an issue with the field immediately after the one listed here. 
    field where they leave chart

Workflow Responses 

Only available on forms with a workflow.

These metrics track how responses move through workflow and can help you discover if your review process moves smoothly or if a high rejection rate means respondents are submitting the wrong forms. This is divided into three sections.

Workflow Response Breakdown 

Use this chart to see whether responses are processed in a timely manner. This section summarizes:

  • How many responses were submitted and entered the workflow
  • How many responses were finalized in the workflow
  • The average time it took for a response to go from submitted to finalized

Please note that the finalized tally may include responses that were submitted prior to the chosen date range, if those responses reached the final step of the workflow in the chosen timeframe.

workflow response breakdown - a.png

Where Responses Were Finalized 

This shows the percentage of responses that ended up in each final step of your workflow during the specified timeframe. This can help you discover if many respondents are submitting the wrong form or submitting it incorrectly.

If a larger portion of responses end up in a “denied,” “rejected,” or “ineligible” final step, then consider redirecting users to a different form or rewriting your form to make the process clearer.

Response Snapshot 

This chart shows the list of standard steps for your workflow, alongside the following data:

  • Prev. remaining: The number of responses that were awaiting review in this step at the beginning of your specified date range.
  • Submitted: The number of responses that entered the step during your specified date range.
  • Actioned: The total number of responses actioned in your specified date range.
  • Ave time: The average amount of time responses spend in that step before being actioned.
  • Remaining: The total number of responses awaiting review at the end your specified date range.

This information can help you see which steps are taking longer than others or if any steps have more submitted responses than those actioned.

workflow response breakdown - b.png

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