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Feedback responses ​

Use this page to review, filter, and follow up on the responses collected for a single feedback form. Open it with the responses icon (Responses) on a form under Configurations > Feedback forms. Reading responses needs the Configuration & settings right with View; marking them handled needs Manage.

Overview ​

The header shows "Responses for: " followed by the form name. Use the back arrow to return to the Feedback Forms page. The chart icon in the header opens Feedback insights, where you can see trends across all forms and the results of one form question by question.

Filtering Responses ​

Above the table you can filter responses by:

  • Start date and End date — preset to the first day of the month three months back and the last day of the current month. Move the start date back to see older responses.
  • Resource — the session the visit was for. Responses through the Link URL or at checkout carry no resource, so choosing a resource hides them.
  • Source — Visit (the emailed link after a session), Public link (the form's Link URL) or Checkout (the booking confirmation page; the form editor has no setting for this, so this source normally stays empty).
  • Score band — Detractors, Passives or Promoters select responses with an NPS answer of 0–6, 7–8 or 9–10. Low (1–2) and High (4–5) compare the raw number of any scored answer, whatever its scale, so they suit 1–5 rating questions; an NPS answer of 4 counts as High.
  • Follow-up — Unhandled or Handled.

You can also search responses by text (Search text), which matches free-text answers, choice answers, and, for responses linked to a client, the client's name.

Browsing Responses ​

Responses are loaded a page at a time from the server, newest first, so you can step through large numbers of submissions. Each row shows Submitted at, a Score summary, the Source, a Comment excerpt (the first free-text answer) and the Handled status.

The score column shows a star rating for rating questions, a colored chip with a happy, neutral, or sad icon for NPS questions, or "CES" with the score for effort questions. If a response has no scored questions, the column shows a dash.

Anonymous Responses ​

If an anonymous response is still unhandled, the Handled column shows an Anonymous chip; once it is marked handled, the column shows a checkmark like any other row. The list does not show a client name for any response.

Who answered ​

A response is linked to a client when the client answered from their own follow-up email, or through the Link URL while signed in on your booking site, and did not choose to answer anonymously (Anonymity). A linked response appears in that client's journal — on the Journal tab of the client and on the Journal page — with the form name and score. To find a response by person, type the client's name into Search text. A response can also be identified yet linked to no client, for example from a participant booked without a client record; such a response cannot be traced to a person.

Viewing a Response ​

Click the view icon (View response) on a row to open the response detail. The detail view is read-only and shows the submission date and time, the Anonymous chip where applicable, and each answered question together with the client's answer. The questions are sorted alphabetically and shown in their current wording. The detail does not show the source, the session or who answered. Close the detail to return to the list.

Marking a Response Handled ​

If you have the Configuration & settings right with Manage, unhandled rows show a Mark handled action. This opens a dialog confirming that the response will be flagged as followed up, so you can track unhandled feedback over time. For a response that is not anonymous you can add a Follow-up note (up to 1000 characters), which is saved to the client's journal as a follow-up entry — but only when the response is linked to a client; otherwise the note is not kept. The journal entry carries the date of the response and is listed as "feedback-followup"; the journal does not show the note text. Anonymous responses cannot take a note because there is no client to journal it against. Once confirmed, the row shows a checkmark instead of the action.

Handling cannot be undone in the dashboard. go flow records who marked the response and when, and the Audit log lists the action as Feedback handled.

Exporting and Deleting ​

Responses cannot be exported from this page, and they cannot be deleted. The only feedback export is Export to Excel on the Insights tab of Feedback insights, which contains the tracked trend charts, not individual responses.