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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. The subnav now runs in this order:
  1. Actions — Assigned to Me, the follow-up work your survey rules have opened, and Open Conversations, a shortcut into the Inbox
  2. Standard Reports — Overview, Recent Stats, Trends Over Time
  3. Performance Reports — AI Analysis, Scorecard
  4. Survey Responses — All Responses, then the three NPS bands
  5. Surveys — All, Active, Draft, each with a count
  6. Saved Views — the filter combinations you have saved
The report sections used to be called NPS Reports and All Surveys.

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Step 1: Read the list

The page is headed All Responses with a count.

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The headline numbers

A strip of five figures sits between the heading and the filter bar: The three bands are percentages of the responses that carried an NPS answer, not of every response, and they are coloured — green for promoters, grey for passives, red for detractors. NPS is green at zero or above and red below it. These figures describe everything your filters match, across every page, not just the rows in front of you. So filtering to one location and one month gives you that month’s NPS for that location. If nothing in the filtered set answered an NPS question, NPS and the three bands read as a dash. Responses still counts them.
This is the quickest way to compare two slices of your feedback. Set the filters for one location, read the strip, then switch the location — no report needed.

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The table

Each row is one customer’s 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 three ways to pull them up. From the subnav. Under Survey Responses, below All Responses, sit the three NPS bands with live counts: Promoters (9–10), Passives (7–8) and Detractors (0–6). Click Detractors. These are new — the bands used to be reachable only through a report or by filtering. From the Command Center. 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, both for the Detractors band in the subnav and for the quick action on the Command Center. 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.
  • Location Status — Active locations (the default), Inactive locations, or All locations. Responses tied to a location Liftify has made inactive are hidden until you widen this.
  • Your own custom contact fields, each as its own filter. Open the +N pill at the end of the row and look under Customer attributes. See Filter on your own custom fields.
  • The search button, placeholder “Search…”.
  • Clear all filters appears once anything is set.
Responded Date now judges a part-finished response on when the customer last answered something, which is what you would expect. It used to fall back to the date the survey was sent, so a customer who gave you a low score and closed the page could be missing from the range you picked — and turn up under a date nobody had anything to do with.
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 response that came in from another review platform rather than from one of your own Liftify surveys can now show a Job section too, where Liftify can match it to a job your other software already sent over. Until that job arrives, the response simply has no Job section; Liftify keeps trying and fills it in once the job turns up.Matching a response to a job also means the crew who worked it get credit for it, so those responses start appearing under the Employee filter. Nothing is created or changed by the match — it only joins up records you already have.
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 — “Preparing your export…” — and tells you where you are in the queue.
  4. When it finishes the window reads Your CSV is Ready. 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.” Two things the window may tell you instead:
  • “This export hit the row limit, so it does not include every matching record. Narrow your filters and export again to get the rest.” The file you download is short. Filter harder and run it again.
  • A failure, with a Try again button. If it says the connection to the export service was lost, reload the page — the export itself keeps running.
If nothing matches your filters you get “No survey responses match the selected filters” rather than an empty file. 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 task, so someone owns the call-back. Liftify can open one automatically for low-scoring responses — see Create tasks automatically. Tasks opened from surveys are also listed under Tasks at the top of the Surveys sub-navigation, so you can work them without leaving Surveys.
  • 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 Location Status, if the response belongs to a location that has been made inactive. Then check whether your role limits you to certain locations.