Managing survey responses
Updated August 24, 2026
All responses is the single feed of everything customers have submitted through your surveys. Each entry carries the rating, the answers to your questions, the written comment and whatever contact details came with it. It is where a complaint stops being an unread record and becomes a conversation or a ticket someone owns.
Before you start
- You need Surveys access on the locations whose responses you want to see. Creating or updating a ticket needs Surveys access to that response’s location.
- Reading responses requires a plan with surveys enabled. Plans limited to QR codes do not have the responses page.
- Starting a conversation from a response additionally needs Messaging access and a channel you can send from.
- SMS alerts about complaints need a phone number on your own profile.
Where to find it
Surveys → All responses, or go to https://app.pluspoint.io/surveys/responses.
Filter the feed
Click Filters, set what you need, and apply.
| Filter | Options | Default |
|---|---|---|
| Locations | Any locations you have access to | All of them. Cannot be left empty |
| Surveys | Templates available for the chosen locations. CoverManager appears as an extra source when that integration is connected | All of them |
| Rating | 1, 2, 3, 4, 5 | All of them. Cannot be left empty |
| Status | None, Action required, In progress, Completed — the ticket status | All four. Cannot be left empty |
| Timeframe | A date range | Empty, meaning all time |
| Anonymous switch | ”Enable to see only responses with contact information” | On |
Note The anonymous switch is on out of the box, so responses with no contact details are hidden.
Two different thresholds — do not confuse them
Ratings drive two separate mechanisms with different cut-offs. One you configure; three are fixed.
| Mechanism | Cut-off | Where it is set |
|---|---|---|
| Asking for written details when a rating is low | Intercept negative comments if rating is below — default 5, options 5 / 4 / 3 / 2 / Disabled | Per template, in the Settings tab |
| Detractor / passive / promoter for NPS | 1, 2, 3 = detractor; 4 = passive; 5 = promoter | Fixed |
| Negative responses tile in analytics | Ratings below 4, that is 1 to 3 | Fixed |
| SMS alerts about complaints | Ratings of 4 and below | Fixed |
Leave a template on its default threshold of 5 and a customer who gave 4 stars is asked for written details. In your NPS that customer counts as a passive, not a detractor — and they still trigger an SMS alert. Lower the threshold if you only want that extra step for genuine detractors.
Responses collected on the 0–10 Score scale are converted before they are stored, so the feed always shows a rating out of 5:
| 0–10 answer | Stored rating | NPS class |
|---|---|---|
| 9–10 | 5 | Promoter |
| 7–8 | 4 | Passive |
| 5–6 | 3 | Detractor |
| 3–4 | 2 | Detractor |
| 0–2 | 1 | Detractor |
Reply to a customer
- Find the response and click New conversation in the card footer.
- Choose the channel and write your message. If a conversation with this contact already exists, the button reads View conversation and takes you to it.
The button appears only when all of these hold:
- You have Messaging access.
- The response is linked to a contact with a phone number or an email address.
- You can start a conversation on at least one channel.
See Using the Inbox.
Raise a ticket
Tickets are how you track who is fixing a complaint and whether it is done.
- Click New ticket on the response, or View ticket if one already exists.
- Fill in the drawer and click Save changes.
| Field | Required | Options |
|---|---|---|
| Assigned to | Yes | Users with access to the response’s location |
| Status | Yes | Action required, In progress, Completed |
| Category | No | Price, Quality, Cleanliness, Communication, Empty |
| Ticket description | No | Free text |
The ticket status feeds the Status filter, so you can pull up everything still needing action.
Email notifications go out in two directions. The assignee is emailed when someone else creates or changes their ticket. The person who raised a ticket is emailed when someone else edits it.
Get an SMS when a complaint arrives
- Go to Settings → Profile (https://app.pluspoint.io/account-settings/profile).
- Make sure your profile has a phone number on it.
- Under Alerts and reports, turn on SMS alerts about complaints.
This is a per-user, per-account setting, so each manager opts in for themselves. The alert is sent for responses rated 4 or below. It is not sent for anonymous responses, or for responses with no written text. It reaches only users who have Surveys access to that response’s location.
Export responses
- Open the export split button in the top right.
- Choose Export as CSV or Export as Excel.
The export respects whatever filters are currently applied and runs in the background.
Columns in the file, in order: Full name, Email, Phone number, External Id, Location, Survey, Rating, Comment, Date, Ticket reporter, Ticket assignee, Ticket status, Ticket category, Ticket description, Custom fields, Answers.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| The feed looks emptier than your analytics | The anonymous switch is on by default, hiding responses with no contact details | Open Filters and turn the switch off |
| ”You haven’t selected any source” | The Locations, Surveys, Rating or Status filter has been emptied | Select at least one value in each — none of them may be left empty |
| View contact is missing from a card | The response is anonymous and not linked to a contact | Enable and require a contact field on the template so future responses carry one |
| New conversation is missing | You have no Messaging access, the response has no contact with a phone or email, or you cannot start a conversation on any channel | Ask for Messaging access, or set up a channel on a team you belong to |
| You cannot assign a colleague to a ticket | The assignee list only holds users with access to that response’s location | Add them to a team whose scope covers the location |
| No SMS arrived for a complaint | The rating was above 4, the response was anonymous or had no text, your profile has no phone number, the toggle is off, or you have no Surveys access to that location | Check your profile phone number and the SMS alerts about complaints toggle |
| Every response for a survey has disappeared | The template was deleted, which also deletes its responses, invitations and visits | Nothing to recover — export before deleting a template in future |
| The export never finishes, or says “Export failed” | The export is generated in the background, so the file arrives after the “Export ready” toast rather than immediately | Wait for the toast. If it says “Export failed”, narrow the Timeframe or Locations filter and run it again |
| A response shows a rating out of 5 though the survey used 0–10 | Answers on the 0–10 scale are converted to the five-point scale on the way in | Use the conversion table above to read it back |