The Product experience report ranks the products in your store by how customers score them, so you can see which ones are dragging your CX down and which are carrying it. Each product also has its own page with trends, recurring issues and the actual feedback behind the numbers.
What populates this report
The report is built based on the products associated with the order that triggered the survey.
Currently, this report is populated based on Shopify orders. If you're using a different orders management system, let our support team know.
How to access the report
Click the Reports category in the sidebar.
Select Product experience.
The report is available to accounts set up as ecommerce accounts. If you do not see it in the menu, get in touch and we will check your account.
Filters
Period: Last 30 days, Last 90 days, Last 365 days, or a custom range. If the period you pick has too little product data to be useful, the report widens it for you and says so in a short notice.
Metric: most stores see a single option here, because products only reach responses through order triggered campaigns and most stores run one metric on those.
Campaign: all campaigns, or one.
Search: find a product by name or SKU.
Sort: Lowest score, Highest score, Biggest drop, Biggest gain, or Most responses.
Your selection lives in the page URL, so you can bookmark a view or send it to a colleague and they will see the same report. Active filters appear as chips you can remove one at a time.
The products table
Above the table, a short summary card sums up what your responses say so far. The table itself has one row per product:
Product: image, name and SKU. Click the name to open the product's own page.
Score for the selected metric.
vs previous: the change against the previous period of equal length.
Responses: how many responses mention this product. Click the number to read them.
Trend: a small chart of responses over the period
Top issue: the topic that comes up most for this product
Ranked, building confidence, and early signals
Products are grouped by how much evidence they have, so a product with six responses is never ranked against one with six hundred:
The ranked list holds products with at least 30 responses in the period.
Building confidence holds products that have a score but not enough responses to rank yet.
Each group can be expanded to show the rest of its rows.
The product page
Clicking a product name opens a page dedicated to that product, with the same period, metric and campaign you had selected. It contains:
Key figures: score, responses, negative rate, share of all negatives, and repeat buyers, etc.
Negative rate trend over the period, against a baseline.
Top issues for this product: the recurring topics, with how often each appears.
Score distribution: how the responses spread across the score range.
Bought together: products that show up on the same orders, with their own scores.
What customers said: the actual feedback, sortable and paginated.
Breakdowns: first time versus returning buyers, number of orders, shipping country, and campaign.
Numbers throughout the page are clickable and open the responses behind them, so you can always get from a figure to the feedback that produced it. The shipping country breakdown also has a View geographic report link, which opens the Geographic breakdown report filtered to this product.
Export to CSV
The Export CSV button in the filter bar downloads the product list as you are currently filtering and sorting it.
Good to know
Top issue shows correlation, not cause. It is the topic mentioned most alongside this product.
The report can lag your catalog slightly. Product details such as names and images refresh from your store on a regular sync, so a product renamed today may show its previous name briefly.