Response Stream
Updated
The Response Stream widget presents a live, updating flow of survey text answers. It shows sentiment, categories, and labels with the exact comments, allowing analysts to investigate feedback within its context, all without exiting the dashboards.
Business Use Case
Real‑time verbatim feed: Stream survey responses instantly to capture customer feedback as it happens.
Contextual comment analysis: Apply sentiment scoring, category tagging, and labels to uncover deeper meaning in responses.
In‑dashboard text exports: Export full response text with context directly from dashboards, going beyond simple counts.
Organizations can streamline text handling by leveraging governed, live streaming in CFM, which replaces offline text aggregation and ensures feedback is processed in real time with greater accuracy and control. The system also enables export of raw verbatim text with metadata, supporting escalation workflows and quality assurance reviews. In addition, it provides keyword filtering, highlighting, and translations, enabling comprehensive multilingual analysis and deeper insights across diverse audiences.
Prerequisites
You would need View and Edit Response and Analytics permissions at Survey Level and View and Edit Translations at Survey Level.
Setting Up Response Stream
Default Setup
Stream displays selected text-based dimension (survey question) and here each card will display the following:
Responder name (or “Anonymous”)
Date & time
Actual Text response,
Sentiment via highlight
Categories
Labels (up to 3 additional dimensions/metrics).
You can click View Survey icon to open full Response View.
You can view the label values for each response.
Expected Behaviour
Exports now include verbatim text (not just counts).
The columns in export file is shown below:
Column | Description |
Response ID | Unique identifier of the survey response. Clickable in-platform via the Eye icon to open full respondent view. |
Response Time | Date and timestamp when the response was submitted. |
Name of Responder | Name of the responder if available. Defaults to “Anonymous” when not provided. |
Text Dimension | The actual verbatim text response selected as the primary dimension for the stream. |
Level 2 Categories | Categorization labels (taxonomy level 2) automatically or manually applied to the response. |
Sentiment | Sentiment score bucketed from EXP Score: Negative (0–39), Passive (40–59), Promoter (60–100). |
Label 1 | First additional metric or dimension applied as a label on the stream card. |
Label 2 | Second additional metric or dimension applied as a label on the stream card. |
Label 3 | Third additional metric or dimension applied as a label on the stream card. |
Allowed Dimensions & Metrics
Supports all standard dimensions/metrics except:
Note: NPS Score, CSAT Score, Rank Order, Multi-line text, Multi-line custom fields.
Category | Supported Items |
Text | Verbatim text responses from survey questions |
Insights Count | Count of insights tagged per response |
Experience Score | EXP score per response |
NPS | All NPS dimensions except NPS Score |
Rating | Numeric ratings from survey questions |
CSAT | All CSAT dimensions except CSAT Score |
CSAT Multi Statement | All statement ratings, excluding CSAT Score |
Slider | Slider rating responses |
Slider Multi Statement | All statement ratings |
Matrix / Rating Matrix | All statement ratings |
Response Quality Score | Derived score per response |
Response Metrics | Derived response-level metrics from same survey |
Custom Fields | User-defined response custom fields |
Transaction Fields | Metadata fields attached to survey distributions |
Profile Fields | User profile attributes linked to the response |
Hierarchy | Org hierarchy dimensions linked to the survey |
Case | Case metadata linked to the response |
Response Metadata | Response-level system fields (Response ID, Response Date, Status, etc.) |
Widget Level Configuration
You can toggle to auto refresh the widget.
You can click on the label text and edit the label text.
Click the Horizontal Ellipsis option to access the widget level configuration:
Highlight: You can choose the highlight mode: Insights (default) or Keywords.
Show Translated Text: You can enable or disable Show Translated Text. Using this you can translate the values into any language.
Export Widget: You can export the widget in PDF, PNG, Excel or CSV formats.
Widget configuration also supports External Share, with stream visible.
At the Dashboard Level you can also Refresh the dashboard, filters the dashboard, you can click export option to export the dashboard in PDF, PNG, Excel, PPT, JSON, CSV formats.
Sorting and Filtering
Sort By: You can sort by Response Date & Time (default), or by labels selected.
Filter By: You can use all available survey filters and fliter by keyword search with Boolean operators (AND, OR, NOT, NEAR, ONEAR).
How to use it?
In a custom dashboard, click Add Widget.
Select Response Stream from the widget types.
Choose a text-based question dimension from the survey.
Add up to 3 additional dimensions/metrics as labels.
Configure highlight option (Insights/Keywords), auto-refresh, and translations.
Save and view live stream of responses.
Key points to note
Not all question types are compatible (NPS/CSAT Score, Rank Order, multi-line fields).
Stream only applies to text-based dimensions.
Label limit: Maximum 3 additional labels per stream card are allowed.