Subscription, billing & usage
This is where you manage the commercial side of your organization: the plan you're on, how you pay for it, and how much of your allowance you're using. Keeping an eye on these three areas helps you avoid surprises and pick the plan that fits how your team actually works. Admin only
Review and manage your plan
Check your current plan and quotas
Open Subscription to see your plan, the features it includes, and its quotas — workspaces, feedback sources, surveys and users — along with how much of each you've used.
Open your credits
Key usage limits shows what's left of your credits. Select Credits to expand it into the batches they're made of, each with its own expiry date — see How your credits work.
Compare tiers
Compare available tiers side by side to see what more (or less) capacity would give you.
Ask for a change when you need one
Plan changes are handled by our team. Open Choose your plan to compare tiers, then raise a support ticket telling us which one you want — we set it up and confirm it back to you.
Plans & features
e-satisfaction comes in three plans — Basic+, Professional+ and Enterprise+. Each plan is a superset of the one before it, so moving up always keeps everything you already had and adds more on top. The table below summarizes the notable features and what each plan gets.
| Feature | What it does | Basic+ | Professional+ | Enterprise+ |
|---|---|---|---|---|
| Credits | Your monthly allowance of collected data points | 5,000 | 20,000 | 50,000 |
| Feedback sources | How many data sources you can connect | 1 (Surveys only) | 2 (adds any 1 of Google Reviews, Email transcripts, 3rd-party surveys) | 4 (adds any 3, plus Social Listening / Call-center transcripts / Voice) |
| Surveys by e-satisfaction | Ready-made satisfaction surveys you can deploy | 1 | 5 | 8 |
| CX Insights portal / reporting | Your reporting and analysis portal | Basic reporting | Advanced reporting (adds Topic Detection, Sentiment & Topic, Key Drivers Map, Weighted NPS, custom report pages) | Advanced reporting |
| AI module | Automated analysis of your feedback | Sentiment analysis | Sentiment + Topic detection level 1 | Granular topic detection levels 2–3 (or eligible add-on); custom taxonomy via professional services |
| Metadata, Segments, Campaigns, Alerts, Subscribers | Core CX tooling | Unlimited | Unlimited | Unlimited |
| Business reviews | Periodic CX review with our team | 1 / year | 2 / 6 months | 4 / 3 months |
| Distribution | Ways to send your surveys | e-sat.ly link shortener | + Email Provider by e-satisfaction & e-satisfaction domain | + Email & domain (SMS Provider by e-satisfaction is an eligible add-on on all plans) |
| Integrations | Connect to your other systems | API + web integration + webhooks | + SFTP-in, Zapier, BigQuery-out | + custom integrations (eligible) |
| Support | How you reach us for help | Help Center + email | + live chat, phone, professional-services hours | + custom SLA (eligible) |
A few notes on what these mean in practice. Credits are the heart of your plan — every data point you collect draws from this monthly allowance. Advanced reporting unlocks the analytical views (Key Drivers Map, Weighted NPS and so on) that turn raw responses into decisions. The AI module grows with your plan: sentiment everywhere, topic detection from Professional+, and the granular topic levels at Enterprise+ (or as an add-on). Business reviews are recurring sessions where our team reviews your CX program with you.
Add-ons
Any feature marked eligible can be added to your plan without moving up a whole tier. Common add-ons include granular topic detection levels 2–3, custom integrations, a custom SLA, and the SMS Provider by e-satisfaction.
Add-ons and plan changes are sales-assisted — you request them through a support ticket and our team sets them up for you. This keeps pricing and provisioning tailored to how your organization actually uses the platform.
Plan changes are made by our team
The Choose your plan page shows you every tier and what it includes, so you can decide what you need — but switching is done by e-satisfaction, not from the page. That is deliberate: a plan change is a commercial agreement, and we confirm it with you before anything moves.
Usage
Usage is measured in credits — each feedback data point you collect uses one credit. The Usage view shows credits consumed versus purchased, how many remain, and the current billing period, alongside a credits-over-time chart so you can spot trends and plan ahead. Below that you'll find per-quota tiles covering workspaces, feedback sources, surveys, users and professional-services hours, so you can see at a glance where you stand against each limit.
To stay in control of consumption, you can set daily and monthly credit caps at both the organization and workspace level, and daily, weekly and monthly sending caps on each survey. A cap of 0 means no limit, and all limits reset at midnight Europe/Athens. Caps are a good safety net when a new integration or campaign might collect more than you expect.
Workspace and survey limits
Each workspace can have its own caps on how many credits it spends, and each survey inside it can have its own caps on how much it sends. Both live in one place, so you can see and adjust a workspace and its surveys together.
Load your workspaces
On the Usage page, scroll to Quotas and select Load workspace quotas under Workspace limits. Each workspace is listed with its daily and monthly caps. Use the search box to find one quickly.
Open a workspace
Select Edit next to the workspace. Set its Daily limit and Monthly limit, or leave one empty for no cap, then select Save quotas.
Review its surveys
Below the workspace's own limits, Survey limits lists every survey in that workspace, A to Z, with its daily, weekly and monthly sending caps. No cap means the survey only stops at the workspace's and organization's limits. Search by name when the workspace has many surveys.
Change a survey's caps
Select Edit on a survey, enter its caps — or leave a box empty for no cap — and select Save. Each survey saves on its own, straight away; it doesn't wait for Save quotas.
Only administrators can change them
Survey caps decide how much of your organization's credit a survey may use, so only administrators of the organization can change them.
Deleted data still counts
Usage counts every data point you collect across all of your data sources — including ones you later delete. Deleting a response does not refund the credit it consumed. If you're testing a new source or survey, keep this in mind: the credit is spent at collection, not retained only while the data lives in your account.
How your credits work
Your credits don't sit in one pot. They arrive in batches, and each batch has its own size and its own expiry date:
- Plan credits — the allowance included in your plan. These refill every time your plan renews.
- Extra credits — top-ups added on top of your plan, usually because a campaign or a new source needs more than the plan covers. These are one-off: once they're spent they're gone, and they don't come back at renewal.
To see the batches you hold, open Subscription and select Credits under Key usage limits. It opens into one line per batch showing how much of it is left and when it expires — so "we have 12,000 credits" becomes "we have 12,000, and 4,000 of them expire next month".
Which credits get used first
Batches are listed in the order they will actually be spent, top to bottom. Extra credits are used before your plan credits, and the most recently added batch goes first.
That order works in your favour: your plan credits are the ones that refill, so spending the one-off batches first means fewer credits are left stranded when a batch reaches its expiry date.
When credits expire
Every batch carries an expiry date. By default a top-up expires at the end of your current plan period, the same day your plan credits do — but we can set a different date when it makes sense for how you're using them.
Expired credits stop counting
Once a batch passes its expiry date it no longer counts towards your balance and cannot be spent. Expired batches stay in the list, marked as expired, so you can still see what you had and when it lapsed — but the credits themselves are gone. If a batch is close to expiring and you don't expect to use it, tell us before the date rather than after.
Getting more credits
Like plan changes, top-ups are sales-assisted. Raise a support ticket telling us how many credits you need and by when — we add the batch to your plan and confirm it back to you, and it shows up in the breakdown straight away.
If you find yourself topping up regularly, that's usually a sign the next plan tier is better value than repeated batches. We'll tell you if we think so.
Billing
Billing is where you keep your commercial details accurate. It holds your billing information — legal name, tax details, address and contact — which is used on your invoices, plus your payment method.
The available payment method is currently wire transfer. Card payments and SEPA direct debit are on the way. Coming soon
Keeping your legal name, tax details and contact up to date here means every invoice your finance team receives is correct the first time.
Related
Messaging providers
CX Insights
Workspaces & users
For the messaging providers included in your plan, see Messaging providers. For the reporting and analysis your plan unlocks, explore CX Insights.