Export Responses: field descriptions and request delivery status
Interpret delivery statuses and understand the fields included in exported responses.
This guide can help you to understand the fields included in exports from the Export Responses page, with additional information on the email request delivery statuses.
Field descriptions
Fields in exported responses follow the naming conventions used in the Data Return API and the API status page export.
Field | Description |
|---|---|
request_id | Unique feedback request ID |
request_sent_at | UTC timestamp of request creation* |
request_delivery_status | The state of the delivery of the email for this response, typically "Sent" (see below for more information) |
response_received_at | UTC timestamp of response receipt* |
star_rating | 1-5 star response from customer |
comments | Indicates whether the response included comments or not |
reward_name | Name of the reward that was given |
areas_for_improvement | An indication that this particular area of improvement (AOI) was given in response |
additional_question_response | The answer |
ext_interaction_id | Unique ID created for the survey request |
external_url | Unique ID provided from the integrated CRM source |
channel | Indicates the interaction source (phone, email, chat, etc.) |
tags | A collection of categories under which this interaction can be classified (provided via API) |
brand | The brand the respondent experienced for this response |
customer_name | Respondent name configured for the survey |
request_sent_to | Respondent email address configured for the survey |
employee_first_name | Employee first name |
employee_last_name | Employee last name |
employee_email | Employee email address |
employee_custom_id | External (client) identifier for the employee |
employee_status | Employee status of account (Active, Confirmed, or Unconfirmed) |
employee_employment_status | Employment status of the employee (full time or part time) |
employee_start_date | Employee start date (from the user profile) |
team_leader | Name of the team leader or manager associated with this request |
team_leader_email_address | The client-supplied email address of the employees' manager |
team_leader_employee_custom_id | The client-supplied custom ID of the employees' manager |
requested_via | Indicates whether this request was submitted via API or manually through the user interface |
reward_eligible | Indicates whether this response was eligible for a reward grant from the customer or not |
additional_question_eligible | indicates whether the question was seen by the respondent or not |
additional_question_id | Unique ID created for each question |
additional_question_text | The text of the question |
twitter_share_eligible | Indicates whether Twitter sharing was enabled at the time of response submission or not |
twitter_share_initiated | Indicates whether the respondent began a Twitter share after their response or not |
facebook_share_eligible | Indicates whether Facebook sharing was enabled at the time of response submission or not |
facebook_share_initiated | Indicates whether the respondent began a Facebook share after their response or not |
twitter_follow_eligible | Indicates whether Twitter following was enabled at the time of response submission or not |
twitter_follow_initiated | Indicates whether the respondent followed on Twitter after their response or not |
facebook_follow_eligible | Indicates whether Facebook following was enabled at the time of response submission or not |
facebook_follow_initiated | Indicates whether the respondent followed on Facebook after their response or not |
custom_link_eligible | Indicates whether this interaction was eligible to show a custom link to the respondent or not |
custom_link_initiated | Indicates whether the respondent clicked on a custom link or not |
language | Language of the survey (provided via API) |
country | Name of the respondent's country (provided via API) |
areas_of_excellence_selected | Indicates which area of excellence (AOE) was given in the response |
areas_of_excellence_shown | List of areas of excellence shown to the respondent on the survey |
*ISO 8601 format includes date and time in UTC time zone
Request delivery status
The request delivery status is an attribute that provides more clarity around the status of any request. Below are the different statuses that can occur and are visible in an export responses report:
- Not sent: suppression period
- The email was not sent because this customer has already been sent a request within a specified number of days. The number of days is defined in the Suppression period (in days) field on the Company Info page.
- Not sent: do not send flag
- The email was not sent because the API request defined
do_not_sendas true. - Not sent: consumer unsubscribed
- The email was not sent because this email address has been unsubscribed.
- Not sent: rejected
- This email was not sent because we have recently received a bounce message from the address.
- Soft bounce
- The email was sent, but may not have been delivered due to a soft bounce from the receiving email server. There will be an attempt to re-deliver. Soft bounces typically indicate a temporary delivery issue. While there are many reasons an email address may soft bounce, common reasons include:
Mailbox is full (over quota)
Mailbox is not configured correctly
Mailbox is inactive
Recipient email server is down or offline
Recipient email server has been sent too many emails during a period of time
Email message is too large
- Hard bounce
- The email was sent, but may not have been delivered due to a hard bounce from the receiving email server. There will not be an attempt to re-deliver. A hard bounce indicates a permanent reason an email cannot be delivered. In most cases, bounced email addresses are cleaned from your audience automatically and immediately. Cleaned addresses will be excluded from all future campaigns. Here are some common reasons an email may hard bounce:
Recipient email address doesn't exist
Recipient email server has completely blocked delivery
- Sent
- This email has been sent. There is no way to confirm delivery into an actual inbox, but we have not received any indication otherwise from the mail server.
- Sent: unsubscribed
- The email was sent, but has subsequently been unsubscribed via this request.
