February 18th
New Feature: Recovery Survey
The Survey Recovery feature is now available to all administrators by default, making it easy for administrators to enable it for each user role. For more information follow the instructions here: Recovery Survey.
Coming Soon: Survey Report
After a successful Beta period, the new Survey Report is being prepared for a full rollout. This enhanced reporting suite provides a comprehensive view of survey performance, featuring interactive scorecards, AI-powered theme analysis, and customizable data visualizations. Read more here: Survey Report.
General Improvements
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Advanced Filtering: User role filters now support "OR" statements, enabling users to access responses where they are named in multiple different roles.
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Scheduler Flexibility: Send scheduler rules now support multiple values for each field.
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Survey Report:
- Multiselect Topic Display: Survey reports now attribute counts to individual topics for multiselect questions rather than grouping them into combinations, ensuring more accurate and readable data.
- Question Reference Keys: Question keys are now displayed on survey report components, and scorecard components include labels with hoverable tooltips for easy identification.
- Report Alignment: Response examples in survey reports are now left-aligned for improved visual consistency across the report.
PDF Formatting: Resolved issues with unnecessary white space in PDF reports and ensured text-based components break correctly across pages.
Data Synchronization: Fixed an issue where switching survey templates in the report would lead to incorrect or delayed data display in the overview.
PDF Export Reliability: Resolved an error that prevented scorecard data from appearing in PDF downloads and improved overall export stability.
Empty Component Handling: PDF downloads now automatically omit empty components with no data.
Overview Statistics: Review Link and Contact Lookup questions are now correctly included in the completion rate calculations within the Overview Component.
Bug Fixes
- Logic Builder Options: Fixed the survey builder to ensure all answer options from previous questions are available for selection when configuring logic branching.
February 4th
Coming Soon: Recovery Survey
A customer-led approach to service recovery is on the way. The Recovery Survey feature will allow users to resend surveys to contacts, giving them the final word on their experience after an issue has been resolved. This replaces manual score editing with a validated, customer-driven process.
Score Overrides: This feature is designed specifically to correct an existing score rather than resurvey over time; the new response will override the initial score to reflect the customer's final sentiment.
Full Audit Trail: Score change is tracked with timestamps and historical records, providing complete transparency into the recovery process.
Specialized Recovery Reporting: New metrics, including "Saved Customers" and "Recovery Rate %," help measure how effectively your team is turning detractors into promoters.
General Improvements
- Consistent Branding for Shoutouts: Renamed "Praise" to "Shoutouts" within the Mobile App to ensure consistent terminology across the platform.
- Spotlight View Data Defaults: Updated the Spotlight view to automatically default to metrics with existing response data.
- Retired Personal View: Retired the "Personal View" dashboard to simplify the user experience.
- Email Blocklist Pagination: Added pagination to the Email Blocklist page to improve performance and navigation for accounts managing large volumes of blocked addresses.
Bug Fixes
Survey Report Logic Visibility: Resolved an issue where logic tabs were missing from reports using CSAT or Five-star metrics.
Accurate Reminder Tracking: Corrected a display bug that caused survey reminder counts to appear as zero in certain reports.
Conversation Builder Logic: Fixed a "False Error" in the Conversation Builder to ensure all previous question options are available when setting up conditional logic.
Integrations
- Searchable Integration Channels: Enhanced Slack and Teams integrations by making the channel selection field searchable, simplifying the process of sending shoutouts to specific channels.
- Slack Notification Design: Updated the visual presentation of Slack shoutout cards.
- High-Volume Snowflake Imports: Improved the Snowflake integration to handle large contact imports by chunking requests, preventing API payload limit issues.