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Every completed survey lands on one list. This is where you go to see what customers actually said, and to find the unhappy ones fast enough to do something about it. Click Surveys in the left navigation, then All Responses under Survey Responses in the subnav.

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Step 1: Read the list

The page is headed All Responses with a count. Each row is one customer’s completed survey: Click any column header marked as sortable — CONTACT, SCORE, SENT, RESPONDED — to sort by it. The list starts newest-answered first. Click anywhere on a row to open the full response.

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Step 2: Find the detractors

Detractors are the customers who scored you low. There are two ways to pull them up. From the Dashboard. Under Surveys there is a View detractor responses quick action. It opens this list already filtered to scores of 6 and below. From the filter bar. Click Rating, then set Max to 6 and click Apply. Min and Max both accept a value from 0 to 10 and decimals are allowed. Clear empties the boxes.
6 is the cut-off Liftify itself uses for the detractor shortcut on the Dashboard. Set a different Max if your team defines it differently — the filter takes any number you give it.

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Step 3: Narrow the list further

The rest of the filter bar:
  • Survey, Location, Campaign, Employee — each is a multi-select that starts on All Surveys, All Locations, All Campaigns, All Employees.
  • Responded Date — a time period, with a custom start and end if you need one. The list opens on Last 30 days, so widen this before you go looking for anything older.
  • Custom — build a filter on your own contact fields.
  • The search button, placeholder “Search…”.
  • Clear all filters appears once anything is set.
Use the same combination of filters every week? Save it. The saved-view controls sit at the end of the filter bar, and a saved view becomes its own entry under Survey Responses in the subnav so you can jump straight back to it.
When nothing matches you’ll see No responses found — “No responses match your current filters.” — with a Clear filters button. On an account with no responses at all it reads No responses yet — “Responses will appear here as customers complete your surveys.”

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Step 4: Open one response

The response page is titled with the customer’s name and the survey, like “Jamie Cole - Post-Service Survey”. The left side is the answers, under a Response heading with a count of how many questions they actually answered. Each is numbered and shows the question followed by what they gave you:
  • A scale question shows the whole 0–10 row with their number highlighted and the end labels underneath.
  • A Multiple Choice or Checkboxes question shows every option, with theirs selected.
  • A text question shows their answer exactly as they typed it, line breaks and all.
  • A matrix shows one row per item, with the value out of the scale maximum.
  • A Contact Info block shows each field and value.
  • A question they skipped reads Not answered.
The right side is the details: Survey, Location (a link to the location), Score, Email, Phone Number, Sent, Responded, and a View All link through to the customer’s contact record. If the response is tied to a job and your role includes jobs, a Job section appears underneath. All Responses at the top takes you back to the list with your filters still applied.
A Contact Info answer may read “You don’t have permission to view this.” Your role can see the response but not the contact details inside it.

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Step 5: Export to CSV

Export CSV at the top right exports the list as currently filtered, so filter first.
  1. Set your filters.
  2. Click Export CSV.
  3. An Exporting to CSV window appears and tells you where you are in the queue.
  4. When it finishes, click Download.
You can close the window and keep working — Liftify confirms with “CSV export has been queued. You will be notified when it is ready.” If the button is missing, your role doesn’t include exporting.

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Turning a bad response into follow-up

Reading a detractor response is only half the job. Two things connect it to actual follow-up:
  • A ticket, so someone owns the call-back. Liftify can open one automatically for low-scoring responses — see Create tickets automatically.
  • A campaign, using the Survey Response Completed trigger with a condition on NPS Score or Overall Score — see Entry and exit rules.

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Troubleshooting

A response shows N/A for the score. That survey didn’t produce a score — either it has no NPS or rating question, or the customer skipped it. The answers are still there; open the response. The Actions button on a response doesn’t do anything. It’s not wired up yet; hovering it says “Actions are coming soon”. A response has no location. The response wasn’t tied to one. It still counts in totals, but it won’t appear when you filter by Location. I can’t find a response a teammate mentioned. Check Responded Date first — the list opens on Last 30 days, so anything older is hidden until you widen it. Then check whether your role limits you to certain locations.