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Email Digests

Written by Alex Bitca
Updated this week

Email Digests provide a structured summary of your Customer Experience performance, delivered directly to your inbox on a weekly, monthly, or quarterly basis. Each digest focuses strictly on the selected time frame and helps you understand what changed, why it changed, and where attention is needed.

Managing Your Email Digest Settings

You can configure your Email Digest preferences from:

Settings → Email Digest

There are two main configuration options:

1. Campaign Scope

Choose which survey campaigns should be included in your digest:

  • All campaigns

  • Specific campaigns only: If you want insights for one or several campaigns, but not all of them, simply select the relevant campaigns.

2. Digest Frequency

You can choose how often you receive your digest:

  • Weekly

  • Monthly

  • Quarterly

Important: Digest settings are profile-specific.

If you modify your preferences, this will not impact other team members on the same account. Each user controls their own digest configuration independently.

How Digest Data Is Calculated

All scores and data included in the digest are calculated only for the selected period.

They are not cumulative!

Example:

If you receive a monthly digest in February covering January, the scores will include only survey responses received between January 1 and January 31. Responses received before or after that period are not included in the calculation.

What’s Included in Your Email Digest

Below is a breakdown of each section you may see in your digest.

1. Score Overview

This section provides a high-level summary of your overall performance during the selected period.

It includes:

  • The metrics you are tracking (NPS, CSAT, CES, etc.)

  • Ocerall metric score for the digest period

  • Comparison with the previous equivalent period

  • Total number of responses

  • Campaigns that contributed to the score

This overview reflects the same main performance indicators you see on your Dashboard when logging into your account.

2. Campaign Insights

This section contains a dedicated block for each campaign included in your digest.

Each campaign block includes:

  • Campaign name

  • Score for the selected period

  • Comparison with the previous period

Depending on campaign type and available data, you may also see:

Topic & Sentiment Insights

  • Top positive themes

  • Top neutral themes

  • Top negative themes

  • Contextual explanations of what influenced customer sentiment

Score Fluctuations

  • Notable score dips

  • Significant spikes

  • Changes worth investigating

Agent Performance (for support-triggered campaigns)

  • Individual support agent scores

  • Number of responses per agent

  • Best-performing agent

  • Lowest-performing agent

  • Context behind performance differences

When Insights May Not Appear

If:

  • No responses were received during the digest period, or

  • Responses do not contain written feedback

Then only the score comparison will be shown, as there is not enough data to generate deeper insights.

3. Detractor Highlights

This section lists up to five detractor responses from the digest period that may require your attention.

For each response, you can:

  • Open it directly in your account

  • Review the full feedback

  • Take follow-up action

If the response comes from a ticket-triggered survey, you will also see a direct link to the related support ticket in your helpdesk.

4. Product Spotlight (Shopify Only)

This section appears only if you have a Shopify store connected to your account.

It highlights products that triggered transactional surveys during the digest period.

For each product, you will see:

  • Average score (The Avg Score is the mean value of all ratings from responses related to that product during the digest period.)

  • Number of responses

  • Percentage of detractors

This helps you quickly understand how specific products are performing from a customer experience perspective.

5. Main CX Drivers

The "Main Positive & Negative Drivers" section requires topics data. This section will not be included if the Topics feature is unavailable in your subscription.

  • Monitor the evolution of your main positive and negative drivers (topics). Each driver's section includes a count of positive/negative mentions, sentiment dynamics, impact score, and the upcoming two drivers.

  • If a topic is both a main negative and positive driver, it's labeled as a polarizing driver.

  • Emerging drivers are highlighted based on mention count and increasing impact score. These are potential candidates for your top drivers list.

6. Trends

The "Trends" section requires trends data. This section will not be included if the Trends feature is unavailable in your subscription.

  • Up to two trends from each category, based on score dynamics, are shown:

    • Notable declines

    • Most improved

    • Stable performance

  • Trends are selected from your default group (the one displayed in the Dashboard's Trends section).

7. Starred Responses

  • Responses are starred either automatically via the Automated Feedback Analysis feature (if enabled) or manually by you.

  • The digest includes the latest five responses that were starred.

Making the Most of Your Email Digest

Email Digests are designed to give you a concise but meaningful snapshot of your CX performance for a defined period.

By reviewing your digest regularly, you can:

  • Detect emerging issues early

  • Identify improving or declining campaigns

  • Monitor agent performance

  • Track product-level sentiment

  • Focus on detractors who need follow-up

Because the data is period-based and comparative, it enables you to make informed decisions rooted in measurable change, not just raw numbers.

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