Responder profiles
A responder profile is the complete story of a single customer in one place. It brings together who they are, how they rate you over time, any alerts raised about them, and a timeline of every interaction — so you can understand a customer at a glance before you reach out.
Open a profile
Go to All Responders
From the Customers navigation, open Responders → All Responders to see your searchable list of customers.
Click a responder
Click any row to open that person's full profile. (The small button beside an email or phone opens an aggregated profile instead, merging every record that shares that contact.)
Read the profile
The left side shows their identity; the right side shows metrics, alerts and a full activity timeline.
The identity card
On the left, the identity card collects everything you know about the customer: their name, when they joined, their internal ID (or IDs), email, phone, and any custom metadata fields you've attached — like a customer ID, plan or region.
Customer metrics
The right side leads with the customer's experience metrics, each shown with a current average, the number of responses behind it, and a trend sparkline so you can see the direction of travel.
- CSAT — satisfaction, with a toggle between a 1–10 and a 1–5 scale
- NPS — likelihood to recommend, scored from −100 to 100
- CES — effort, on a 1–7 scale
These metrics are powered by the same data you explore in Insights. On a customer's aggregated profile, the same signals also roll up into a single Experience Score — the coloured heart at the top of the profile.
Responder value
Under the identity card, Responder value puts a number on what this customer is worth to you over the selected period:
- Total — the sum of their transaction values
- Average — the typical transaction value
The figures come from the transactional information you send with each survey — a basket value, order total or transaction amount. Field names differ between organizations, so we look for the ones we recognize and use the most specific one present. The caption under the cards names the field we used and how many transactions it covered, so you can always see where the number came from.
A single purchase usually leaves several traces: the message inviting the feedback, any reminders, and the response itself — all carrying the same value. We link them back together so each transaction is counted once. A purchase you invited but never got an answer to still counts, because its value is real either way.
Large amounts are rounded to keep them readable — click a figure to reveal the exact number.
Not seeing a value?
The cards stay empty when we can't find a value field in the information sent with this customer's surveys. If you already send one under a different name, tell us what it's called and we'll recognize it.
Latest alerts raised
Just below the metrics, you'll see any incidents raised about this customer from the Alerts product, with a quick status summary. An Alert History timeline lets you trace every alert this person has triggered over time.
Activity timeline
The activity timeline is the full record of what the customer has done. Use the tabs to focus:
- All Activity — feedback, outgoing messages and unsubscribes together
- Feedback — survey responses only
- Messages — outgoing messages only
All Activity also shows any unsubscribe in date order alongside everything else, with who unsubscribed this person and at which level — so an opt-out reads in the context of the feedback that came before it.
The timeline shows 10 items per page, with a refresh control to pull the latest. Click any row to open its full details.
Filter the whole profile at once
The date-range filter applies to the value cards, metrics, alerts and timeline together. Narrow it to a quarter or a campaign window to see exactly how a customer behaved during that period.