Response Explorer
Overview
The Response Explorer provides a Treemap visualization of your Structured Follow-Up Questions data, showing the distribution of follow-up responses across all of your survey choices. Where the Response Flow shows paths and proportions, the Response Explorer lets you drill down into individual customer responses, search across your data, and analyze trends over time.
Each cell in the treemap represents a unique follow-up option. The size of the cell reflects either the number of responses or the MRR impact, depending on the view you select. Larger cells represent follow-up options that are either more frequently selected or carry greater financial weight.
Where to Find It
- Navigate to Cancel Flows in your Churnkey dashboard
- Click Analytics in the top navigation
- Scroll to the Response Explorer section
The treemap appears when you have Structured Follow-Up Questions configured and customers have submitted responses.
Switching Between Views
The Response Explorer offers two views, toggled from the controls at the top of the visualization.
Response Count sizes each treemap cell by the number of customers who selected that follow-up option. This view tells you which sub-reasons are most common. It is useful for understanding the breadth of an issue -- how many customers cite a particular reason.
MRR Impact sizes each treemap cell by the total monthly recurring revenue of the customers who selected that follow-up option. This view tells you which sub-reasons carry the most financial weight. It is useful for understanding the depth of an issue -- how much revenue is at risk from customers citing a particular reason.
These two views frequently tell different stories. A follow-up option might appear small in the Response Count view because only 8% of respondents select it, but appear large in the MRR Impact view because those respondents are disproportionately high-value customers. Always check both views before making decisions about offer assignments or product priorities.
Drilling Down into Responses
Click any cell in the treemap to open the drill-down modal for that follow-up option. The modal provides four tools for understanding the responses in detail.
Trend Chart
The top of the modal displays a line chart showing the response count for that follow-up option over time. Use this chart to detect shifts in customer behavior. A steady increase might indicate a worsening product issue or a change in the competitive landscape. A sudden spike might correlate with a recent pricing change, a product update, or an external event.
The trend chart is particularly valuable when paired with dates of known changes. If you released a new pricing structure three weeks ago and "Overall price is too high" responses doubled that same week, the trend chart makes the correlation immediately visible.
Search and Filter
A search bar at the top of the drill-down modal lets you search across three dimensions:
Response text -- Search within the freeform text that customers provided alongside their structured selection (when using the Freeform + Structured mode). This helps you find specific themes or keywords within a category.
Question -- Filter by the primary survey question that led to this follow-up option. Useful if you have multiple flows or segments generating follow-up data.
Email -- Search for a specific customer by their email address. Use this when you want to review the cancellation context for a particular account, perhaps before reaching out to them directly.
Sorting Options
Sort the individual response records within the drill-down by:
Newest -- Most recent responses first. This is the default and helps you see the latest customer feedback.
Oldest -- Earliest responses first. Useful for understanding the historical baseline of a particular follow-up option.
Highest MRR -- Customers with the highest monthly recurring revenue first. This is the most actionable sort order when you want to prioritize outreach or retention efforts by revenue impact.
Lowest MRR -- Customers with the lowest MRR first. Useful for understanding whether a follow-up option primarily affects smaller accounts.
Individual Response Cards
Each response in the drill-down is displayed as a card with the customer's details. A card contains:
Customer email -- Identifies who submitted the response.
Primary survey selection -- The cancellation reason they chose on the first screen.
Follow-up selection -- The specific sub-reason they chose on the follow-up screen.
Freeform text (if provided) -- Any additional context the customer typed.
Subscription details -- Plan type, start date, and billing information.
MRR -- The monthly recurring revenue at risk for this customer.
These cards give you everything you need to understand a single customer's situation. Use them to craft personalized outreach, to investigate patterns across multiple cards, or to provide context for product and support teams.
Exporting Data
Download the Response Explorer data as a CSV file from the export controls at the top of the section. The export includes all follow-up response records with their associated customer details, primary choices, follow-up selections, freeform text, MRR values, and timestamps.
The CSV export is useful for:
Deeper analysis -- Import the data into a spreadsheet or business intelligence tool for custom pivots, charts, or statistical analysis that goes beyond what the treemap visualization shows.
Cross-team sharing -- Share the raw data with product, support, or leadership teams who need to work with the information in their own tools and workflows.
Historical tracking -- Build a longitudinal dataset by exporting periodically, allowing you to track follow-up response trends across months or quarters independent of the dashboard's date range.
Practical Workflows
Weekly Review Workflow
Open the Response Explorer at the start of each week. Toggle to the MRR Impact view and identify the largest cells -- these are the follow-up options representing the most revenue at risk. Click into the top two or three cells, sort by Highest MRR, and review the individual response cards. Look for patterns in the freeform text and subscription details that might inform a new offer, a product change, or a targeted outreach campaign.
Emerging Issue Detection
Switch to the Response Count view and click into follow-up options that appear to be growing. Inside the drill-down, check the Trend Chart. If a follow-up option shows a clear upward trajectory over the past two to four weeks, it signals an emerging issue that deserves attention before it becomes a dominant churn driver.
Customer Outreach Prioritization
When you want to reach out to at-risk customers directly, open the drill-down for a follow-up option, sort by Highest MRR, and work down the list. The combination of the customer's stated reason, their freeform feedback, and their subscription value gives your customer success team a strong foundation for a meaningful, personalized conversation.