Key concepts
A handful of ideas show up everywhere in Davies CXsmart. Once these click, the rest of the product reads naturally. This page is a quick map; each concept has its own page with the detail.
The big picture
You run surveys. People answer them, and each answer set becomes a response. Responses arrive over one of several channels (web, email, SMS, phone). Responses can be attributed to an agent — the colleague who served the customer — and agents are organised into a hierarchy of teams. All of this lives inside a client account, which keeps your data separate from every other account on the platform.
The vocabulary at a glance
| Term | What it means | More |
|---|---|---|
| Survey | A questionnaire you send to customers. | Surveys & responses |
| Question | A single item in a survey (NPS, CSAT, rating, choice, free text…). | Surveys & responses |
| Response | One customer's completed (or in-progress) set of answers. Sometimes called a transaction. | Surveys & responses |
| Channel | How the survey reached the customer: web, email, SMS, IVR (phone), or embedded. | Surveys & responses |
| Complete vs partial | Whether a response is finished or still in flight. | Surveys & responses |
| Agent | A colleague a response can be attributed to. | Agents & hierarchy |
| Subscriber / team | A unit in your organisational hierarchy. | Agents & hierarchy |
| Dimension | An attribute (Custom1–4) tagged onto agents for filtering. | Agents & hierarchy |
| Client account | Your workspace — a tenant that holds all of the above. | Client accounts |
The metrics you'll see
Davies CXsmart reports the standard customer-experience scores throughout dashboards, KPI, and reports:
- NPS (Net Promoter Score) — derived from a 0–10 "how likely to recommend" question. Respondents are grouped into promoters, passives, and detractors.
- CSAT (Customer Satisfaction) — a satisfaction rating.
- CES (Customer Effort Score) — how easy it was to get something done.
- Volume — how many responses you received.
- Sentiment — positive / neutral / negative, derived automatically from the words customers wrote.
:::note Analytics count complete responses only Every metric (NPS, CSAT, volume, sentiment, and so on) is calculated from complete responses. Partial — still-in-flight — responses appear in the Response Console so you can see live conversations, but they are excluded from analytics until they finish. This keeps your scores stable and accurate. :::
How it fits together
- An administrator builds a survey under Configure → Surveys.
- The survey is distributed over one or more channels.
- Customers answer; each answer set becomes a response, optionally attributed to an agent.
- Complete responses feed the metrics you see on Dashboards, KPI, and Reports.
- Free-text answers are analysed for sentiment and topics under Verbatim.
- Responses that match a rule (such as a detractor) raise an alert for follow-up.
Continue with Surveys & responses.