Viewing Response Details

Navigate to the detail view by clicking the eye icon on any response in the responses table. The page URL follows the pattern /responses/[id], and each detail page is shareable with teammates via direct link.

A back arrow in the page header returns you to the responses list, maintaining any filters or pagination state you had active before viewing the detail.

The header displays "Response from [Contact Name]" followed by the survey name and submission date. If the response contains NPS feedback, you'll see Detractor, Passive, or Promoter badges providing immediate sentiment context before you dive into the detailed answers.

This header information gives you instant orientation - who submitted the feedback, which survey they completed, when they responded, and their overall sentiment level.

The first card in the detail view presents key contact details with clear iconography:

The contact's name appears prominently at the top. Their email address displays with a mail icon, making it easy to copy for follow-up communications. If they provided a phone number, it appears with a phone icon.

The received date shows when the survey was submitted, displayed as relative time (e.g., "2 hours ago" or "3 days ago") with a calendar icon. This temporal context helps you assess how quickly you're responding to feedback.

Click the contact's name or email to navigate to their full contact record, where you can view their complete interaction history, update their information, or add them to a sequence.

The scores card consolidates all sentiment metrics from the response into a single, scannable view. This card displays three key customer experience measurements:

NPS Score appears as a large, bold number indicating the Net Promoter Score (0-10) the customer provided. This score determines whether they're classified as a detractor, passive, or promoter, directly impacting your overall NPS metric.

CSAT Score shows their Customer Satisfaction rating out of 5. This score typically corresponds to a 1-5 scale question asking "How satisfied were you?" and provides a straightforward measure of satisfaction with a specific interaction or experience.

CES Score displays their Customer Effort Score out of 7. This metric measures how easy or difficult it was for the customer to accomplish their goal, with lower scores indicating less effort required.

If the response doesn't contain one or more of these score types, the card shows "No scores recorded" rather than displaying zeros or null values. This prevents confusion when surveys don't include all three measurement types.

The third card in the top row provides status management tools and internal documentation capabilities.

A status dropdown allows you to change the response status between New, In Progress, and Resolved. This is the same dropdown available in the table view, but having it on the detail page ensures you can triage responses without returning to the list.

The Internal Notes textarea provides space for free-form documentation. Record actions taken, add context for teammates, flag patterns, or document follow-up plans. These notes are private to your organization and never visible to the customer.

Click the Save button to persist any changes to status or notes. The button shows a loading state while saving and displays toast notifications on success or failure, providing clear feedback that your changes were recorded.

The answers section forms the heart of the detail page, displaying every question from the survey alongside the customer's response. The card header shows "Answers" with a count of how many questions were in the survey.

Answers render in a two-column grid on desktop (single column on mobile), with each answer contained in its own bordered, rounded card showing the question title and response.

NPS questions display the numeric score as a large, bold number with a color-coded badge. Promoter scores (9-10) appear in green badges with a star icon. Passive scores (7-8) show gray badges. Detractor scores (0-6) display red badges with an alert triangle icon, ensuring negative sentiment stands out visually.

CSAT questions show a large emoji representing the sentiment level (😞 for very dissatisfied up to 😍 for very satisfied) alongside the numeric score out of 5. This visual representation makes satisfaction levels instantly recognizable.

CES questions present the numeric score out of 7, indicating how much effort the customer had to expend. Lower scores represent better experiences (less effort required).

Rating questions display five stars, with filled yellow stars indicating the rating level and gray stars showing the unselected portion of the scale. This familiar 5-star visualization makes ratings immediately comprehensible.

Text questions (including short text, long text, and comment fields) show the customer's written response as a plain text paragraph. These open-ended responses often contain the most valuable qualitative insights.

Multiple choice questions display the selected options as a series of badge pills. If the question allowed multiple selections, all chosen options appear as separate badges in a wrapped row.

Unanswered questions show gray text reading "No answer" rather than leaving the space blank. This clarifies that the question was presented but the customer chose not to respond, versus a technical issue preventing the question from appearing.

Answers appear in the same order they were presented in the survey, sorted by the question's orderIndex in ascending order. This maintains the logical flow of the survey conversation and makes it easier to understand the customer's journey through the feedback process.

After modifying the status dropdown or adding internal notes, click the Save button at the bottom of the Status card. The system provides immediate visual feedback with a loading spinner on the button, followed by a success toast notification confirming the save or an error toast if something went wrong.

Changes save via a PUT request to /api/responses/:id, and the system uses TanStack Query to optimistically update the UI while persisting changes to the database. This creates a responsive feel where your edits appear instantly even as the save operation completes in the background.

Dashboard metrics and filter counts update automatically when you change response status, ensuring all views throughout the application reflect the current state.

The detail page fits into several common workflows:

Triage workflow: Start from the New filter, open each response detail page, review answers and scores, add initial notes, update status to In Progress or Resolved, then return to the list for the next response.

Follow-up workflow: Use the Dissatisfied filter to find detractors, review their specific complaints on the detail page, copy their email from the contact card, send a personalized apology or resolution offer, then document the outreach in internal notes and mark as Resolved.

Insight gathering workflow: Use the Favorites filter to review starred responses, read through all text answers to identify themes, document patterns in internal notes, then compile insights for team meetings or product roadmap discussions.

To understand how to navigate back to filtered lists and use the table view effectively, see Viewing Survey Responses.

For guidance on status management workflows and internal note best practices, check out Managing Responses.

To learn how responses get created in the first place, explore Sending Surveys and Delivery Tracking.