How to search, filter and export customer participations

The "Customer Participations" tab allows you to view all the reviews received for your scope, as well as all the responses you or your team members have sent. Click on More > Customer participations to access it:

By default, reviews without comments are filtered. Participations without customer messages and spam will be placed at the end of the list. To change this, click on "Personalize the appearance" at the top right of your screen and uncheck the option "Optimize readability."

You can also enable the "Manager’s reply" option to display the director's first response under each participation.

Search

At the top of the page, you'll find a search bar. Enter keywords or specific criteria to search for relevant customer messages.

Filter

The platform offers rich and varied filters to refine and personalize your data analysis. Click on the "Add a filter" button next to the search bar. A dropdown list will appear with several filter options:

• Message date: Filter messages by period (e.g., the last 30 days, specific months, custom period).
• Places: Filter messages by locations, region, sector...
• Survey: Choose the type of questionnaire.
• Medium: Filter by medium (collection channel, e.g., transactional email).
• Alert: Filter by alerts (e.g., dissatisfaction alerts, retained customers).
• Customer message:
  • Message theme: Filter by message theme.
  • With verbatim: Add this filter to include participations with customer verbatim.
  • Type of message: Filter by type, such as compliment, problem, question, suggestion.
• Satisfaction/NPS:
  • NPS Category: Filter by NPS categories such as detractors, passives, promoters.
  • Reply to a question: Filter by answers to specific questions in the questionnaires.
• Manager’s reply: Filter messages that received a response from a manager.
  • Type of reply: Filter by response type, such as text response or phone call, pending processing or spam.
  • Reply time: Filter by response time, such as less than 12h, between 12h and 72h, or more than 72h.
  • Reply quality: Filter by reply quality, such as satisfactory, fair, unsatisfactory.
  • My replies: Filter by the participations you have responded to.
  • Search in reply: Enter one or more keywords to search within responses.
  • Reply date: Filter by response date, such as the last 30 days or a specific month.
• Additional Information: Use filters based on additional customer information (age, customer segment, purchase amount, etc.).

You can select multiple filters by clicking on "Add a filter" multiple times.

Export

To export the results, click on "Export" at the top right and choose between "Export as CSV" or "Export as XLSX".