You've sent out your first surveys, and the feedback is rolling in; that's great! The next step to creating a great customer experience is to make sure you close that feedback loop! Fortunately, AskNicely's got you covered. The Responses page provides you a view into all your responses, and is where you'll go in AskNicely to follow up on your feedback. Let's take a look around!
The Responses Page
The Responses Page has two main elements:
a. The header section, which contains filters and search
b. Individual Responses
Let’s take a look at each of these sections a little closer up.
The Header and Filters
a. Filters (Saved, Times, and new filters based on custom data points)
b. NPS Score (from current filter)
c. Case tabs
d. Search Function
e. Number of responses meeting criteria and option to download those responses.
This upper region of the Responses Page (which we’ll call the Header) contains the controls for what you’re going to see on the responses page.
At the top of the screen is the Filters Bar (a), identical to the one on the Dashboard page. Here you can filter by timeframe by clicking the middle dropdown, or add filters for your custom data by clicking Add Filter. If you have saved filters, you can apply them from the Saved dropdown.
Current Filtered NPS Score (b)
As you filter your responses, you’ll see your NPS score (b) change as it will only reflect the NPS score among the responses you’ve filtered. This functions just like the filtered NPS score on the Dashboard screen.
Cases Tab (c)
If you track open and closed cases in your responses, these tabs will allow you to view only open or only closed cases. Not all users choose to do this, so if you don’t, that’s alright!
Search Function (d)
You can search among responders by a number of different criteria, and display only responses from people who meet those criteria. As with other filters, your NPS score up above (b) will change to reflect to reflect your NPS among the responses shown.
Results Total and Download Link (e)
When you use a filter or search, the number of responses that fit those criteria will display here. You can click Download to download the responses that meet those criteria, or all responses.
Once you’ve decided what kind of responses you want to look at, you can get a quick look at the details for each response below the header. Here’s a look at those.
a. 0-10 NPS rating from survey
b. Respondent Information. From left to right: Name, email address, View Contact in Salesforce (if using the Salesforce integration), view social media profile (available using our ClearBit integration)
c. Primary comment from survey
d. Additional data including: Custom data, responses to questions in Conversations, workflows or email templates triggered
e. Summary of recent communications
f. Additional actions
NPS Score and Customer Information (a & b)
When you look at a response in the list, you’ll have rather a lot of information presented to you in one little rectangle! The Customer’s number selection from the initial NPS survey will be displayed here and color coded in either green, grey, or red as they are on the dashboard. You’ll also see your customer’s contact information, whether their case is open or closed (if you use cases) and—depending on the integrations you’re using—other icons to visit their account in a CRM or social media.
Customer Comment (c)
You’ll see the customer’s comment if they left one, and clicking on the comment will open up our reply chat window where you can manage your conversation with them and close the feedback loop. If they didn’t leave a comment, you can just click where it says “No Comment” to open that window.
Additional Data (d)
Below the comment you can see all sorts of information about this customer and your conversation with them. You can see their custom data, and if you hover over a data point, it will tell you the category associated with that value. For example, using Phillip’s response above, if I can’t remember what I mean about him being “business,” I can hover over it and it will tell me that’s the class of seat booking he had. You can also see if workflows have been used; they’ll be indicated by the lightning bolt.
Communications Snippets (e)
Below that data point you’ll see more specifics about your team’s interaction with this customer. Workflows that have triggered will show in purple with a lightning bolt. Outgoing emails will show as blue, while incoming emails will show as grey. And internal notes to your team will show as yellow. Clicking on any of these will open up your chat window for that customer.
You can quickly perform actions for this response by using the buttons along the bottom row—sending a reply, sending an internal note, sending a request to publish a comment as a testimonial, or triggering a workflow—by clicking the corresponding buttons. Click the three dots to open a window with additional actions you can perform on this response.
This is just the top level of your responses; there’s a lot more you can do in the Response Chat Window.
If you need any help, or have any questions, please feel free to reach out to our Support team by clicking the chat button in the bottom right of your screen. We’re happy to help!