You can find the Export menu on the Feedback and on the Contacts page. On the Feedback page, you will only be able to export responses, while on the Audience page you will only be able to export your customers.
To open the menu, simply click on the export button.
You are given two options:
Export filtered - Will export your responses or customers list with all the filters applied.
Export all - Will export all your responses or customers list, no matter how it was filtered.
After you've chosen an export method, you will access the export configuration menu.
The next step is to choose how you want to get the results. You can select to download the report or/and send it via email.
When you're done, click on the Export button and wait a few seconds for your report to generate.
Reports will be generated in a .zip file you will have to unzip on your computer.
Responses export includes:
Customer's first and last names
Customer's email address
Customer's company name
Customer's tags
Customer's NPS score
Customer's text feedback (if available)
Response tags
Response date
Response status (ex. ignored responses)
Customers export includes:
Customer's first and last names
Customer's email address
Customer's company name
Customer's tags
Customer's last NPS score
Customer's last text feedback (if available)
Customer's status (ex. sent, opened, responses, unsubscribed etc.)
Subscription and delivery status in the customers export
Each row in the customers export also shows whether Retently can send surveys to that contact, and why not:
Opted-out:
trueif the contact is unsubscribed from surveys.Opted-out by: who unsubscribed the contact.
customermeans the contact unsubscribed through a survey link,ownermeans someone on your team unsubscribed them (in Retently or through the API), andretentlyorMandrillmeans Retently unsubscribed the address after a delivery failure. Other values name the integration that sent the unsubscribe. Blank if the contact is subscribed.Opted-out date: when the contact was unsubscribed. It follows the timezone option you pick for the export.
Deliverable:
falseif the email address was found to be undeliverable. Retently does not send email surveys to undeliverable addresses.Suppressed:
trueif the address matched your suppression list (Settings → Suppressions) when an email or domain was added to it.Suppressed reason: why the contact is suppressed, for example
account_email(the exact address is on your list),domain_pattern(its domain matches a domain on your list),manualorcomplaint.Bounced:
trueif a survey email to this address bounced.
A contact with Opted-out, Suppressed and Bounced all set to false and Deliverable set to true can still be skipped when a survey is sent. Retently checks suppression rules at send time, so a contact added after a matching rule was created, or one matching a Retently-wide block on a domain, is skipped without being marked as suppressed in the export. The export shows each contact's status at the moment you download it.