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Feedback Responses ​

Use this page to review, filter, and follow up on the responses collected for a single feedback form.

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.

Filtering Responses ​

Above the table you can filter responses by:

  • Start date and end date
  • Resource
  • Source: Visit, Public link, or Checkout
  • Score band: Detractors, Passives, Promoters, Low (1-2), or High (4-5)
  • Follow-up status: Unhandled or Handled

You can also search responses by text, which matches comments, choice answers, and (for identified responses) the client name.

Browsing Responses ​

Responses are loaded a page at a time from the server, so you can step through large numbers of submissions. Each row shows the submission date and time, a score summary, the source, a comment excerpt, and the follow-up 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.

Viewing a Response ​

Click the view icon on a row to open the response detail. The detail view is read-only and shows each question together with the client's answer, along with the submission date and time and the Anonymous chip where applicable. Close the detail to return to the list.

Marking a Response Handled ​

If you have permission to manage configuration, 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 identified responses you can add a follow-up note, which is saved to the client's journal as a follow-up entry; 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.