Summary

Fairing or Kno Commerce might report a higher response count or a higher “survey attribution” figure than what Triple Whale displays. Typically, Triple Whale divides by all orders, whereas the survey app might only target or show the survey to a specific subset (like new customers). This discrepancy in denominators can lead to lower percentages of survey responses being reported in Triple Whale compared to Fairing/Kno's own dashboards.

Why This Happens

• Different Denominator
  Fairing or Kno may say “We have a 60% response rate” by surveying 100 new customers (60 responses). Triple Whale, however, sees 200 total orders (100 new + 100 returning), so 60 out of 200 yields a 30% response rate.

• Selective Survey Targeting
  Some surveys appear only for new customers, certain product pages, or specific geographies. Therefore, the overall order count in Triple Whale doesn’t match the smaller pool of “survey-eligible” orders that Fairing/Kno uses.

• Delayed Sync or Partial Coverage
  If the post-purchase survey data and the order data sync at different intervals, daily or weekly totals may show mismatches. This can cause responses not to appear in Triple Whale at the same time they appear in Fairing/Kno.

Example Scenario

1. Brand has 200 total orders in a day (100 new, 100 returning).
2. Fairing/Kno only surveys new customers, capturing 50 responses from 100 new orders, reporting a 50% response rate (50/100).
3. Triple Whale sees 50 responses out of 200 total orders, yielding a 25% response rate.

How This Affects Reporting

• Apparent Underreporting in Triple Whale
  Triple Whale’s broader denominator (all orders) makes survey response rates look lower than what Fairing/Kno might report.

• Possible “(not set)” Source
  If the survey data doesn’t sync properly or the order ID is missing, some of those responses may not be recognized by Triple Whale, further contributing to a lower response figure.

How to Interpret the Data Correctly

• Check Survey Targeting
  Confirm whether Fairing/Kno delivers the post-purchase question to all customers or a specific segment (e.g., new vs. returning).

• Compare Over Full Cohort
  Over a week or month, see how many total orders versus how many survey-eligible orders. If Fairing/Kno only surveys 100 out of 200 orders, its higher rate is based on a smaller pool.

• Communicate the Denominator
  For a more apples-to-apples comparison, filter out orders in Triple Whale that weren’t surveyed (e.g., returning customers if the survey is only for new). This helps align with Fairing/Kno’s native reporting.

• Filter by Attribution-Integrated Channels
  Triple Whale only includes response sources that are integrated attribution channels. If a response source (e.g., "Instagram") is a trackable ad source, it will appear in Triple Whale's reporting, but sources that are not integrated attribution channels (e.g., "Podcast") may not be included. When comparing response percentages, ensure you’re looking only at the sources that Triple Whale actively tracks.

By understanding how Triple Whale calculates response rates across all orders—compared to the narrower survey-eligible audience in Fairing/Kno—you can reconcile why the post-purchase survey responses seem lower in Triple Whale’s data.