Good morning, Tom1

Wednesday 29 July · here's what needs you first.

Needs your attention4

Since you were last here

Workflow "Detractor alert" fired 12 timesSince Monday

Driver "App login issues" moved to rank #2Yesterday

Sarah Jones shared the "Board report — Q3" dashboard with youMonday, 16:20

NPS38 +2

CSAT81% +1pt

CES4.2 −0.3

Rolling 30 days, all programmes. Lower CES means less customer effort.

Listen3

Everything SmartCX is listening to, in one place. Filter by data type.

Source	Type	Status	Last updated
Post-purchase CSAT	Survey	Active	Synced 2h ago
Annual NPS	Survey	Active	Synced 1h ago
Support CES	Survey	Paused	Sync delayed
Snowy France Restaurant (Google)	Review	Connected	Synced 3h ago
Trustpilot — Acme Retail	Review	Needs attention	Sync delayed 6h
Q3 export.csv	CSV	Imported	Yesterday, 18:04 · 1,240 rows
NPS backfill Jan–Mar.csv	CSV	Imported	12 Jun · 3,908 rows
App Store sentiment (inferred)	Inferred	Active	Synced 4h ago
Support ticket themes (inferred)	Inferred	Active	Synced 1h ago
Delivery times feed	Operational	Connected	Synced 15m ago
Contact-centre handle times	Operational	Connected	Synced 30m ago
Returns & refunds ops feed	Operational	Needs attention	Synced 3h ago

Operational and inferred data enrich survey and review feedback with signals like delivery times and handle times. Credential-level integration setup lives in Organisation › Feedback sources & integrations; review sources also power Act › Reputation.

Post-purchase CSAT

ProgrammeActive

TemplateCSAT — post-purchase (SmartSurvey library)Questions6 questions · 1 open text · logic on Q3BrandingAcme retail theme · logo + brand colours appliedLanguagesEnglish (UK), French, GermanLast editedTuesday, 11:36 · Sarah Jones

EmailTriggered 24h after order completionOn

Web linkShared link, open responsesOn

CRM event triggerSalesforce · order.completedOn

SMSNot configuredOff

Response feedHealthy · last response 12m agoContact syncSalesforce contacts · synced 2h agoCSV importsNone attached to this programmeVolume1,204 responses this month · 31% response rate

Journeys2

Map, plan and monitor feedback across your customer journeys.

New customer onboarding2

Live view across 8 touchpoints · sources, scores, sentiment and themes update as feedback arrives.

Discover 2

Onboard 2

Adopt 2

Renew 2

Touchpoint

Website visit

Free trial sign-up

First survey created

First responses in

Support interaction

Team invited

Renewal decision

Post-purchase reviews

Source

Survey

Survey

Survey

Survey

Survey

No feedback

Survey

Review feed

Score

71%

+3 pts vs previous 30 days

5.8 / 7

+0.2 vs previous 30 days

82%

+1 pt vs previous 30 days

68%

No change vs previous 30 days

5.1 / 7

−0.4 vs previous 30 days

—

No source attached

+31

+4 pts vs previous 30 days

4.2

−0.1 vs previous 30 days

Sentiment

Top themes

Pricing clarity 212Easy comparison 96

Easy setup 187App login issues 61

Template quality 142Ease of use 118

Delivery times 164Response tracking 77

Refund process 93Staff friendliness 88

—

Pricing clarity 84Account support 52

Delivery times 71Product quality 66

Respondents say

"Pricing page told me exactly what I'd pay — refreshing."

"Signed up and sent my first survey inside 20 minutes."

"The templates did most of the work for me."

"Responses came in fast but the tracking view lagged a day behind."

"Support sorted it, but I waited two days for the first reply."

No feedback collected at this touchpoint yet

"Renewing was an easy call — the team relies on it now."

"Great product, but delivery of the welcome pack took ages."

Journey performance2

Positive sentiment · last 30 days · compared with previous 30 days

Current 30 days Previous 30 days

Key Drivers4

What your feedback is telling you, ranked by what matters most.

Date rangeSegmentChannelFilters apply to every tile on this page

Key issues: take action

The negative topics doing the most damage right now, summarised from 676 mentions.

Customer service response timesFirst replies are averaging 2 days — named in 1 in 4 detractor verbatims this period.

Refund process delaysRefunds landing outside the 3–5 day promise, with no status updates in between.

App login issuesPassword reset loops and delayed 2FA codes locking customers out — now rank #2.

Delivery timesLate tracking updates and missed windows — negative mentions up 18% this period.

Mentions

676

+9% vs previous 30 days

Sentiment score

0.3

+0.1 vs previous 30 days

Sources in scope

3 programmes · 2 review sources
2 CSV uploads · 2 inferred

Key drivers4

Mentions shown as this period (previous period). Hover a topic to rename it, pin it or raise a case.

Negative

Delivery times164(288)

131(114)

Refund process124(96)

Customer service challenges98(91)

Positive

Staff friendliness87(79)

Ease of use41(38)

Onboarding speed31(24)

Topics deep dive4

Expand a topic to see its subtopics and the verbatims behind the numbers.

Topic

Mentions

Sentiment

Impact score

Delivery times

164

−0.8

9.1

Subtopic	Mentions	Sentiment
Late tracking updates	92	−0.9
Missed delivery windows	72	−0.7

"Order arrived 4 days late with no tracking updates."— Sarah M., NPS detractor · Post-purchase CSAT

"Tracking said out for delivery for three days straight. Where is my order?"— Tom W., NPS detractor · Annual NPS

"Second missed window in a row — I had to buy elsewhere for an event."— Daniel O., CSAT 2/5 · Trustpilot

App login issues

131

−0.6

8.4

Subtopic	Mentions	Sentiment
Password reset loop	54	−0.8
2FA codes delayed	46	−0.7
Session timeouts	31	−0.4

"The reset email takes 20 minutes to arrive and by then the link has expired."— Dev P., CES high effort · Support CES

Refund process

124

−0.6

7.9

"Took 11 days to get my money back, and I only found out by checking my bank."— Priya S., NPS detractor · Post-purchase CSAT

Staff friendliness

87

+0.5

6.2

"Ellie in support stayed on chat for 40 minutes until everything was fixed."— Grace L., NPS promoter · Support CES

4

Dashboards4

Custom dashboards, and the org-wide payoff when a resolved case moves a score.

Org-wide impact view4

Pick a resolved case or theme and see the before/after movement it produced.

3241NPS

Produced by resolving 14 cases tagged "Faster refund SLA" in Act › Cases.

Weekly CX review

How satisfied were you with your experience?

Total responses: 150

Satisfied · 72%

Neutral · 16%

Dissatisfied · 12%

Post-purchase CSAT

Which theme drove the most detractors?

Total responses: 150

Delivery times43

App login issues34

Refund process30

Customer service22

Other11

Annual NPS

NPS trend — last 6 months

Total responses: 3,410

Annual NPS

Responses by channel — this month

Total responses: 2,041

All programmes

Cross Tabs4

Matches the existing SmartSurvey Cross Tab Report pattern — heatmap grid, stats block and chart.

Rows: 1. Which Mercedes did you purchase?Columns: 2. How easy was it to purchase a Mercedes?Edit configuration

95 of 108 responses included in the analysis.

Cross Tab results

Show in cells

Decimals Statistics in cells

Heatmap Column letters Significance arrowsSignificance level

1. Which Mercedes did you purchase?		2. How easy was it to purchase a Mercedes?
		Very easy	Easy	Neither easy nor difficult	Difficult	Very difficult	Total
Which Mercedes did you purchase?	A Class	1252.2%	642.9%	1376.5%	942.9%	1155.0%	5153.7%
	B Class	1669.6%	642.9%	1164.7%	1047.6%	1155.0%	5456.8%
	C Class	1356.5%	857.1%	1270.6%	1466.7%	1365.0%	6063.2%
	E Class	1669.6%	857.1%	1270.6%	1781.0%	1365.0%	6669.5%
Base (answered both)		2324.2%	1414.7%	1717.9%	2122.1%	2021.1%	95100%

Chi-Square: n/a — multi-select question

Fisher's Exact: n/a — multi-select question

Cramér's V: n/a

Multi-select question: respondents can appear in more than one category, so counts can exceed the number of respondents; chi-square is suppressed because categories are not mutually exclusive.

95 of 108 responses included in the analysis.

Heatmap: column % (darker = higher share) min 42.9% avg 60.4% max 81.0%

Very easyEasyNeither easy nor difficultDifficultVery difficult

Very easy

A Class22%

B Class26%

C Class19%

E Class21%

Easy

A Class13%

B Class11%

C Class15%

E Class14%

Neither easy nor difficult

A Class28%

B Class22%

C Class24%

E Class23%

Difficult

A Class16%

B Class18%

C Class20%

E Class22%

Very difficult

A Class21%

B Class23%

C Class22%

E Class20%

Cases5

The inner loop — a flagged piece of feedback, tracked to resolution.

2 selected·Assign to

ID	Title	Contact	Assigned to	Status	Priority	Theme	Updated	Created
CX-1042	Refund not received From Key Drivers	Priya Shah	Unassigned	New	Urgent	Refund process	5h ago	Today
CX-1041	Locked out of account	Lena Kovacs	Unassigned	New	Urgent	App login issues	32m ago	Today
CX-1038	Delivery four days late	Daniel Okafor	Amy Chen	Open	Medium	Delivery times	2h ago	2d ago
CX-1036	Reset link keeps expiring	Margaret Ellis	Jordan Lee	In progress	Medium	App login issues	This morning	3d ago
CX-1031	Refund missing after return	Rob Jennings	Amy Chen	In progress	Medium	Refund process	Yesterday	5d ago
CX-1029	Promo code hidden on mobile	Colin Mackay	Sam Patel	Awaiting reply	Low	Checkout	2d ago	6d ago
CX-1018	Praise for support agent	Aisha Begum	Sam Patel	Resolved	Low	Staff friendliness	3d ago	2w ago
CX-1005	Refund with zero updates	Fatima Khan	Tom Barrie	Resolved	Medium	Refund process	1w ago	3w ago

Resolving a case asks "what fixed this?" — those tags power Dashboards' org-wide impact view, where score movement is measured from resolution.

Workflows5

The outer-loop configuration layer — trigger, condition, delay, action.

Workflow	Trigger	Status	Fired	Issues	Last edited
Detractor alert	Survey response received	Live	128	2 failed	Tuesday · Sarah Jones
Delivery complaint follow-up	CSAT response 2 or lower	Live	64	—	Last week · Tom Barrie
Login issue auto-case	CES high-effort response	Paused	31	1 failed	2 weeks ago · Jordan Lee
Promoter thank-you email	NPS 9–10 response	Draft	0	—	Yesterday · Tom Barrie

Detractor alert5

LiveFired 128 times · 2 failures this week

YES

NO

Coming later: full branching workflow canvas with drag-and-drop steps.

Impact — Engagement7

See who's actually using SmartCX and acting on it — spot pockets of the org where the CX programme isn't landing yet.

Engagement is the adoption half of Impact; the Impact child covers score and revenue movement.

Period

Applies to the summary and the breakdown below

Users engaged (viewed)

74%

+6 pts vs previous 30 days

Actions taken (tickets / improvements updated)

61%

+4 pts vs previous 30 days

Active teams

42of 58

+5 teams vs previous 30 days

Engagement by org unit

Users engaged = viewed SmartCX in the period · Actions taken = updated a case, ticket or improvement. Expand a branch to drill down.

Org unit	Level	Users engaged %	Actions taken %
Meridian Motors	Brand	78%	64%
North	Region	84%	71%
North East	Area	88%	76%
Meridian Leeds	Dealership	92%	81%
Sales	Team	96%	88%
Service	Team	90%	79%
Aftercare	Team	34%	22%
Meridian Newcastle	Dealership	31%	18%
Sales	Team	42%	26%
Service	Team	28%	14%
Aftercare	Team	22%	9%
North West	Area	68%	54%
Meridian Manchester	Dealership	66%	52%
Sales	Team	72%	58%
Service	Team	61%	47%
Midlands	Region	71%	57%
West Midlands	Area	70%	55%
Meridian Birmingham	Dealership	69%	54%
Sales	Team	74%	60%
Service	Team	64%	49%
Apex Auto	Brand	52%	38%
South	Region	52%	38%
South West	Area	41%	27%
Apex Bristol	Dealership	36%	21%
Sales	Team	44%	29%
Service	Team	27%	12%
South East	Area	63%	49%
Apex Brighton	Dealership	61%	47%
Sales	Team	66%	52%
Service	Team	55%	41%

Healthy Middling Not landing yet — start with Meridian Newcastle and the Aftercare teams.

Impact — ROI7

Link completed improvements to score movement and revenue — prove the CX programme pays for itself, and see exactly where.

Improving Meridian Leeds' NPS by 40 points has supported an estimated £142k revenue increase this quarter.

Driven by 4 completed improvements — led by Faster refund SLA and "Service booking overhaul".

Act › resolved casesAlso visible in Dashboards' org-wide impact view

Where impact is happening

Meridian Leeds

Top performer

NPS +40 · +£142k revenue this quarter

Why: the "Faster refund SLA" and "Service booking overhaul" improvements landed — refund mentions down 31% and service-booking complaints halved since completion.

Apex Bristol

Lagging

NPS +2 · improvements stalled

Why: 3 cases reopened and the "Test drive booking fix" improvement hasn't shipped — engagement with SmartCX is also the lowest in the South West.

Impact by org unit

Completed improvements and the score and revenue movement measured after each one. Expand a branch to drill down.

Org unit	Level	Improvements completed	NPS before → after	CSAT before → after	Est. revenue impact
Meridian Motors	Brand	21	2638+12	74%82%+8	£304k
North	Region	12	2741+14	75%85%+10	£196k
North East	Area	8	2843+15	74%86%+12	£164k
Meridian Leeds	Dealership	4	848+40	68%88%+20	£142k
Sales	Team	2	1449+35	70%89%+19	£86k
Service	Team	2	246+44	62%87%+25	£51k
Aftercare	Team	0	1113+2	66%67%+1	£5k
Meridian Newcastle	Dealership	1	2224+2	72%73%+1	£8k
Sales	Team	1	2427+3	73%75%+2	£6k
Service	Team	0	2122+1	70%70%0	£2k
Aftercare	Team	0	20200	69%69%0	£0
North West	Area	2	2933+4	74%77%+3	£14k
Meridian Manchester	Dealership	2	2933+4	74%77%+3	£14k
Sales	Team	1	3136+5	75%79%+4	£9k
Service	Team	1	2730+3	72%74%+2	£5k
Midlands	Region	2	3034+4	76%79%+3	£18k
West Midlands	Area	2	3034+4	76%79%+3	£18k
Meridian Birmingham	Dealership	2	3034+4	76%79%+3	£18k
Sales	Team	1	3237+5	77%81%+4	£11k
Service	Team	1	2831+3	74%76%+2	£7k
Apex Auto	Brand	6	2427+3	71%73%+2	Connect revenue data · Upload reference data in Organisation
South	Region	6	2427+3	71%73%+2	No reference data
South West	Area	3	2527+2	70%71%+1	No reference data
Apex Bristol	Dealership	3	2527+2	70%71%+1	No reference data
Sales	Team	2	2730+3	71%73%+2	No reference data
Service	Team	1	2223+1	68%68%0	No reference data
South East	Area	3	2428+4	72%75%+3	No reference data
Apex Brighton	Dealership	3	2428+4	72%75%+3	No reference data
Sales	Team	2	2631+5	73%77%+4	No reference data
Service	Team	1	2123+2	70%71%+1	No reference data

Before/after measured from the date each improvement was marked complete in Act. Revenue requires customer-uploaded reference data — connect it in Organisation › Feedback sources & integrations.

Hierarchy & roles6

The foundational configuration everything else runs on.

Your org hierarchy is the backbone of SmartCX — it drives consistent listening, analysis and action across every brand, region and team.

Organisational hierarchy

Brand › Region › Area › Dealership › Team. Every unit inherits listening sources, taxonomy and dashboards from its parent — Impact rolls up through this tree.

Unit	Level	Teams	Owner	Role
Meridian Motors	Brand	38	Elaine Murray	Brand admin
North	Region	14	Paul Sutton	Regional manager
North East	Area	6	Nadia Hussain	Area manager
Meridian Leeds	Dealership	3	Chris Dobson	Dealer principal
Sales	Team	—	Jess Whitfield	Team lead
Service	Team	—	Aaron Cole	Team lead
Aftercare	Team	—	Marta Nowak	Team lead
Meridian Newcastle	Dealership	3	Sophie Ward	Dealer principal
North West	Area	8	Ben Okonkwo	Area manager
Midlands	Region	12	Gita Rao	Regional manager
Scotland	Region	12	Alistair Frame	Regional manager
Apex Auto	Brand	20	Marcus Bell	Brand admin
South	Region	20	Dana Whitmore	Regional manager

Showing the North East path expanded · 58 teams across 19 dealerships in total.

Roles & permissions

Role-based permissions control who sees which dashboards and who can configure what — scoped to the hierarchy above.

Role	Members	Permission summary
Admin	2	Full access — configuration, users, integrations and billing.
Head of CX	1	All dashboards and reports, case reassignment, workflow approval.
Analyst	6	Build dashboards and cross tabs, manage cases, propose taxonomy edits, reply to reviews.
Read-only viewer	14	View shared dashboards only — no cases, no configuration.

Coming later: admin CRUD forms for roles and org units.

Feedback sources & integrations

Credentials and connection health live here. Listen, Key Drivers and Reputation read from this — none duplicates it.

Integration	Type	Status	Last checked
Salesforce	CRM · contact sync + event triggers	Connected	Today, 08:12
HubSpot	CRM · contact sync	Connected	Today, 08:12
Google reviews	Review source · feeds Reputation	Connected · 2/2 plan limit	Today, 07:55
Trustpilot	Review source	Not connected	—
CSV import	Manual upload mapping	Connected	8 Jul, 14:02
Revenue reference data	Uploaded CSV · links resolved cases to revenue in Impact	Partial — Meridian Motors only	2 Jul, 09:10

Coming later: admin CRUD forms for credentials and API keys.

Taxonomy

The governed, org-wide topic dictionary.

Taxonomy

This is the shared taxonomy that Key Drivers and Reputation's Categories both write into.

Approved topic	Aliases merged in	Merge rules owner
Delivery times	"Shipping", "Late delivery", "Courier"	Sarah Jones
App login issues	"Sign-in", "Password reset", "2FA"	Jordan Lee
Refund process	"Refunds", "Money back", "Returns payout"	Sarah Jones
Staff friendliness	"Helpful staff", "Great service", "Staff attitude"	Tom Barrie
Customer service challenges	"Slow replies", "Support wait times"	Tom Barrie
Food quality	"Taste", "Portion size"	Tom Barrie
Ambiance	"Atmosphere", "Decor", "Mountain views"	Tom Barrie
Service speed	"Wait times", "Slow table"	Tom Barrie

Coming later: admin CRUD forms for merge rules and approvals.

Compliance

Audit, retention and accessibility commitments used in sales and procurement.

Item	Status	Detail
Audit trail export	Available	CSV export · last generated 14 Jul
Data retention	24 months	Applies to responses and inferred data · reviewed annually
WCAG 2.2 AA	Compliant	Last accessibility audit: May 2026
UK GDPR / DPA	In place	DPA v3.2 · sub-processor list updated Jun 2026

Coming later: admin CRUD forms for retention policies.

Address book

Shared contacts and distribution lists, used across surveys and programmes.

Name	Email	Lists	Contacts	Last used
Post-purchase customers	— distribution list	List	4,208	2h ago
Enterprise account owners	— distribution list	List	312	Yesterday
Priya Shah	priya.shah@northwind.co.uk	Post-purchase CSAT	—	2h ago
Lena Kovacs	lena.k@brightfield.io	Annual NPS	—	32m ago
Marcus Reed	m.reed@acme-retail.com	Support CES	—	3d ago

Downloads

Exports you've requested — reports, response data and raw files.

File	Type	Size	Requested	Status
Post-purchase CSAT — responses.xlsx	Data export	1.8 MB	Today, 09:14	Ready
Board report — Q3.pdf	Report	642 KB	Yesterday	Ready
Annual NPS — full export.csv	Data export	—	2m ago	Preparing
Cross tab — model satisfaction.pdf	Report	318 KB	12 Jun	Ready

Themes

Reusable survey themes — brand colours, fonts and styling applied to your programmes.

SmartCX default

Used by 6 programmes

Acme retail

Brand theme · logo applied

Minimal light

Used by 2 programmes

File library

Images, logos and documents you can reuse inside surveys and reports.

File	Type	Size	Uploaded by	Date
acme-logo.png	Image	48 KB	Sarah Jones	12 Jun
brand-guidelines.pdf	Document	2.1 MB	Tom Barrie	3 Jun
header-banner.jpg	Image	310 KB	Sarah Jones	28 May
privacy-notice.pdf	Document	96 KB	Damian Pickett	21 May

Question library

Approved, reusable questions — drop them straight into any survey to keep wording consistent.

Question	Type	Category	Used in
How likely are you to recommend us to a friend or colleague?	NPS	Loyalty	8 surveys
Overall, how satisfied were you with your experience?	CSAT	Satisfaction	12 surveys
How easy was it to get the help you needed?	CES	Effort	5 surveys
What is the main reason for your score?	Open text	Follow-up	15 surveys
Which of the following best describes you?	Single choice	Profiling	7 surveys

Good morning, Tom

Wednesday 29 July · here's how your surveys are performing.

Responses this month3,412 +14%

Active surveys8 +2

Completion rate68% −2pt

Recent activity

What's happened across your surveys recently.

Post-purchase CSAT passed 1,200 responses2h ago

Event feedback — Q3 edited by Sarah JonesYesterday

Website exit survey publishedTuesday

Jordan Lee shared the NPS tracker dashboard with youMonday

Quick links

My surveys

Every survey in your account, live, draft or closed.

Name	Status	Responses	Completion	Last modified
Post-purchase CSAT	Live	1,204	74%	2h ago
Annual staff engagement	Closed	842	81%	3 weeks ago
Event feedback — Q3	Live	316	69%	Yesterday
Website exit survey	Draft	—	—	Tuesday
Onboarding NPS	Live	2,051	63%	4h ago
Support CES	Paused	640	58%	3 days ago
Customer renewal survey	Live	156	77%	Last week
Product feedback beta	Draft	—	—	2 weeks ago

Dashboards

Reporting built from your survey responses.

Libraries

Reusable building blocks for every survey you create.

Template library

42

Ready-made survey templates across CSAT, NPS, CES and HR.

Question library

118

Saved questions ready to drop into any survey, with logic intact.

Theme library

6

Branded themes with your logo, colours and fonts pre-applied.

Users

Everyone with access to your SmartSurvey account.

Name	Email	Role	Status	Last active
Tom Barrie	tom@smartsurvey.co.uk	Admin	Active	Just now
Sarah Jones	sarah.jones@acme.co.uk	Admin	Active	2h ago
Jordan Lee	jordan.lee@acme.co.uk	Editor	Active	Yesterday
Amy Chen	amy.chen@acme.co.uk	Editor	Active	3 days ago
Sam Patel	sam.patel@acme.co.uk	Viewer	Invited	Never
Daniel Okafor	daniel.okafor@acme.co.uk	Viewer	Active	1 week ago

Support

Guides, answers and a direct line to the SmartSurvey team.

Contact support

Our team typically replies within 2 hours on weekdays.