Before you start: Always update your customer data before creating a survey. Once you start the survey creation process, you won't be able to make changes to your contacts or accounts list.
Overview
The Accounts & Contacts page is your central hub for managing customer data - including accounts, markets, and the contacts you want to hear from.
All changes must be saved using the Save button in the top-right corner of the page. Unsaved changes will be lost.
The main table displays your accounts and contacts. Use the toggle to switch between two views:
Group view — collapsible account rows with their associated contacts nested beneath
List view — all contacts displayed in a flat list
Adding Accounts
During onboarding, you'll provide a list of the markets and offices (cities) you operate in. This determines what's available to you when adding new accounts. If you need to expand your list of offices or markets, contact our support team at [support email].
Click the [Add Account] button in the top-right corner of the table to open the form.
Use the Account field to search for an existing account. If it doesn't appear, you can create a new one directly from the same field.
Once an account is selected, the Office field will become active. Choose an office — the Market field will populate automatically based on your selection.
Once all fields are complete, click [Add Account] to finish.
Remember: Save your changes using the Save button in the top-right corner of the page.
Need to add multiple accounts at once? Use the [Mass Update tool] to upload a .csv or .xls file instead.
Adding Contacts
Contacts are added to accounts individually using the Add Contact form.
Please Note: You must be in Group view to add contacts.
To add a contact:
Click the [Add Contact] button on the right side of the relevant account row.
Start by entering the contact's email address. This lets the platform check whether they already exist in the system.
If the contact already exists, their details will be pre-filled and cannot be edited here. (Why? Ask Colin/Tara — flag for review)
If the contact is new, complete the remaining fields:
Contact Fields
Contact Type - Classify the contact based on their influence and importance to your business relationship. This helps with filtering and trend analysis across survey results. [Read more ↗]
Seniority - Choose from three levels:
Senior
Middle
Junior
These tiers support filtering and help surface meaningful patterns during analysis.
Language - Sets the language the contact will receive the survey in. If left unchanged, the account's default language will be applied.
Contact Types
Contact types classify your customers into groups, making it easier to filter results and identify trends in your dashboards. They also determine which contacts receive additional survey questions.
Standard
Default value applied to any contact not assigned CC or PC status.
Critical Contact (CC)
Reserved for high-influence contacts who have a say in your client contracts — typically Executives or C-Suite.
Primary Contact (PC)
Reserved for contacts you're most frequently in touch with day-to-day. (Examples TBC — ask Colin/Tara)
Team tip: You're free to apply contact types as you see fit, but we recommend aligning with your team on a shared approach before you begin. Consistent tagging leads to cleaner analysis and more reliable patterns - particularly when comparing across multiple surveys.
Mass Updates
Prefer to work in bulk? You can update your accounts and contacts list by uploading a .csv or .xls file using our upload tool.