How to manage and track my at-risk contacts

The at risk contacts screen allows you to view and track all contacts who have provided at least one at-risk response (dissatisfaction, detractor, high effort, negative comment, etc.).

At-risk contacts list

The list displays all contacts who generated at-risk responses, including:

• the related survey,

• the response date,

• a link to view the response details (eye icon),

• the processing date and the user who handled the response.

Marking a Response or a Contact as Processed

To monitor your follow-up progress:

• you can mark an individual response as handled,

• or mark the entire contact as handled.

Available filters

You can filter displayed contacts by:

• Period: response date,

• Survey: one or multiple satisfaction surveys,

• Status:

  • All contacts

  • Contacts to handle

  • Contacts handled

• Sit:  if available in your contact data.

Follow-Up Indicators

At the top of the screen, key indicators help you monitor the evolution of your at-risk contacts:

• At risk contacts to handle: number of contacts with at least one unhandled at-risk response,

• Handled at risk contacts: number of contacts whose at-risk responses have been handled,

• At risk revenue to handle: total revenue associated with unhandled at-risk contacts (if available),

• Handled at risk revenue: revenue associated with contacts already handled.

Exporting the At-Risk Contacts List

You can export the filtered list of at-risk contacts to perform follow-up outside the platform (internal sharing, Excel processing, CRM integration, etc.).

The export includes all visible information: contact details, related survey, processing status, response date, associated revenue, and useful tracking indicators.

Exporting is done in one click using the Download button at the top of the list.