--- title: Response Explorer description: Drill into individual follow-up responses with the Treemap visualization, search, trend analysis, and MRR impact sorting navigation: true --- ## Overview The Response Explorer provides a Treemap visualization of your [Structured Follow-Up Questions](/cancel-flows/structured-follow-up-questions) data, showing the distribution of follow-up responses across all of your survey choices. Where the [Response Flow](/cancel-flows/analytics/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 1. Navigate to **Cancel Flows** in your Churnkey dashboard 2. Click **Analytics** in the top navigation 3. 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, specifically 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, specifically 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.