Overview

Insights is where your customer-experience data comes to life. It brings together the metrics, comments and analytics from your surveys and campaigns so you can understand how customers feel, spot what's working, and decide what to fix next.

Insights is built for business and CX teams — no technical setup required. You only ever see your own organization's data, and within it only the workspaces you belong to — see Workspaces & access. If you manage more than one organization, an org switcher lets you hop between them.

Your reports may vary

The app shows only the reports your organization has enabled, and the Insights report section is shown to organization administrators. If a report mentioned here isn't in your menu, it may not be turned on for your organization yet, or your role may not include it — see Workspaces & access.

What you can explore

Workspaces & access

Choose the workspace you're looking at, and understand who can see which reports.

CX Metrics

Track satisfaction, loyalty and effort over time and across channels.

Performance Analytics

Deliverability, every rating metric, segmentation and whole-touchpoint views.

Alerts Summary

Track how many alerts are open versus resolved, how fast your team closes them, and every alert in one panel.

Location Performance

Compare every store or location on NPS, CSAT, CES and service metrics.

Key Driver Maps

See which few factors actually move your headline metric — and where to invest.

Weighted NPS

Combine NPS across workspaces by how much each one counts, not by response volume.

Text Analytics

Understand the tone and themes behind your open-text feedback.

Social Listening

Monitor what customers say about you beyond the survey.

Google Reviews

Track your Google review rating, volume and themes.

Email Insights

Topics and sentiment across the emails your organization receives.

Charts

Build and arrange your own visualizations of survey data.

Raw Data

Browse, filter, tag and export individual responses.

Comments

Read and organize open-text answers question by question.

Campaign Analytics

Track appearances, engagement and referrals from your campaigns.

Custom Reports

Bespoke dashboards built for your organization.

The Overview dashboard

The Overview is more than a landing page — it's a report in its own right: an executive cockpit that rolls up your entire CX program into one shareable screen. It answers, in a single glance, the four questions every CX manager gets asked: are customers happy, are our surveys running, are we spending credits efficiently, and are alerts being handled? It's the natural "front door" to open each morning, and the natural artifact to share upward or publish as a public link for stakeholders.

Like every report in Insights, the Overview is a configurable dashboard, so a typical Overview includes the elements below — your exact layout may differ.

What you'll see

Headline KPIs — at-a-glance tiles for NPS and CSAT (each with response counts and year-over-year deltas), Response Rate, currently-running and total questionnaires, total credits consumed, and total open alerts.
Score gauges — two semicircle gauges put the headline scores in context: NPS on a −100 to +100 scale and CSAT on a 1–5 scale.
Response-lifecycle funnel — a funnel from Created → Viewed → Submitted → Completed, with drop-off percentages so you can see exactly where responses are lost.
Sparkline trends — compact trend lines sit under each KPI so a number always comes with its recent direction of travel.
Questionnaires Overview table — a per-survey roll-up showing running status, instances created, credits consumed and each survey's share of consumption.
Alerts at a glance — an alerts trend sparkline plus distribution tables that break open alerts down by status and by type.
Campaigns Overview table — impressions, actions and engagement rate for your running campaigns.

Filter the whole dashboard by date range, workspace and questionnaire to reframe the cockpit for any audience or period.

Key concepts

A few ideas show up across every report. Once they click, the whole product gets easier to navigate.

Metrics and dimensions

A metric is something you measure — like CSAT, NPS or CES. A dimension is a way to slice that measurement — by location, product, department, customer segment, touchpoint or region. Most reports let you take a metric and break it down across one or more dimensions to see where you're strong and where you're not.

Filters

Quick filters are one-click presets for the views you reach for most. Advanced filters let you build precise, multi-criteria conditions — combining questions, scores, metadata and dates with AND/OR logic — to zero in on exactly the responses you care about.

Date ranges

Every report shares the same date controls. Pick a preset (last 7, 30 or 90 days, this month, last month, year to date) or set a custom range. Dates are timezone-aware and applied instantly, with no page reload.

In Raw Data, Charts, Comments and Campaign Analytics, the date filter keeps to the two windows you reach for most, Last 7 days and Last 30 days, plus Custom, where you pick any start and end date on two side-by-side calendars and press Apply.

Organization and workspace scoping

Everything in Insights is tied to your organization — reports, filters, tags and exports all reflect that single organization's data, and admins who oversee several can switch between them at any time.

Inside the organization there's a second, narrower frame: your workspaces. A switcher above the menu decides whether Charts, Raw Data, Comments and Campaign Analytics show one workspace or all the ones you belong to. Reports are the exception — they roll up the whole organization, so they follow your organization role instead. Workspaces & access covers both.

Opening pages in a new tab

Every page in the menu, including template and custom reports, and every questionnaire or campaign in the lists beside Charts, Raw Data, Comments and Campaign Analytics, is a regular link. Hold Ctrl (Cmd on a Mac) while you click, click with the middle button, or right-click and choose Open in new tab to keep your current page where it is.