FAQ

Answers to common questions about using BAI Analytics. For fixes to specific problems, see Troubleshooting; to reach us, see Getting help.

How do I export my data?

From any analysis, use Download raw data to export every response and its metadata to Excel. You can also turn a feedback group into a report and export it as PDF, HTML, or JSON. See Reports.

What languages does BAI Analytics support?

BAI Analytics can read and analyse feedback in 80+ languages, so you can collect responses from a global audience. The analysis it produces (themes, summaries, and insights) and the interface are available in English, French, and Spanish. You can also publish a single survey in several languages with automatic translation, and each person can set their own interface language. See Customizing a Survey.

What can my organisation use, and how do credits work?

There are no self-serve plans. The BAI Analytics team sets up each organisation with a set of add-ons (for example Connected platforms & API, Web & social monitoring, AI Visibility) and allowances; the Organization access panel in Settings lists what is enabled for yours.

Usage is metered in two separate ways: a Usage Allowance for AI analysis (themes, sentiment, Custom Monitoring, summaries, PII redaction) that resets monthly, and Web & Social Media Credits for scraping agents, which you can top up. To enable an add-on or change an allowance, contact your BAI Analytics representative. See Settings.

Can BAI Analytics remove personal data from feedback?

Yes. Organisation admins can switch on PII redaction in Organization details. Emails, phone numbers, card numbers, IBANs, IP addresses and custom patterns are removed by pattern matching, and an optional AI pass catches names, addresses, ID numbers, dates of birth, health information and anything you describe in custom instructions. Redaction happens as feedback arrives, before it is stored, and is permanent. Individual feedback groups can override the organisation setting. See PII redaction.

Can I delete my data?

Yes. You can delete individual sources (a survey, upload, connection, or agent), which removes their responses and analyses, and you can delete whole feedback groups, all from within the app. To permanently remove all of your data, contact [e-mail] or your BAI Analytics representative.

How often does connector data update?

Support-platform connections with continuous import enabled sync automatically about every 30 minutes. Native connectors (CX platforms, data warehouses, file delivery) run on a schedule you choose per sync, hourly by default. To pull the latest data on demand, use Sync now on the connection or Fetch new data on the source's card. See Connecting your tools.

Can my team sign in with our company SSO, and can our IT team manage users?

Yes. Organisations can sign in through their own identity provider, and BAI Analytics supports SCIM 2.0 provisioning so your identity provider (Okta, Microsoft Entra ID, or any SCIM 2.0 compatible directory) creates, updates and deactivates users automatically. Setup is done with the BAI Analytics team; see Single sign-on and automatic provisioning.

Can I ask questions about my feedback from ChatGPT or Claude?

Yes. Open Integrations and choose AI assistants. Once an admin has enabled assistant access for your organisation, connect your own assistant, approve its read-only access, and start asking questions about your feedback groups. See Connect AI assistants (MCP).

Is there a way to test my survey before sending it out?

Yes. Click Preview Survey at any point while building to see exactly how it will appear to respondents, and review the draft before you distribute it.

Where does the NPS benchmarking data come from?

Our Net Promoter Score (NPS) benchmarks are derived from a variety of industry reports, customer surveys, and workplace engagement studies. We collect data from:

1. B2B Customer Feedback: industries such as consulting, technology, and digital marketing, benchmarked using reports from sources like QuestionPro and other research platforms.

2. B2C Customer Feedback: sectors like retail, airlines, and car rentals, benchmarked using industry-wide consumer sentiment studies from organisations like Trustmary.

3. Academic Feedback: education and e-learning benchmarks, derived from academic research and higher-education feedback studies.

4. HR Feedback (eNPS): employee engagement scores in industries like construction, hospitality, and technology, sourced from workplace satisfaction studies (e.g. HeartCount).

NPS benchmarks may vary based on survey methodology, sample size, and geographic region, so treat them as general reference points. For a walkthrough of the benchmarking screen, see Benchmarking your NPS.