Can you trust the numbers in Refiner?
Refiner is customer feedback software for SaaS and digital product teams, built around surveys shown inside the product. Its own help pages give 3 reasons its numbers can look different from what you expect. The first to rule out: If sampling is on, only part of your audience was ever asked, so response counts reflect that share and not everyone, as Refiner's docs explain.
What does Refiner keep track of?
Refiner keeps a list of the survey responses collected.
In Refiner's own words:
The Survey Responses page lists the survey responses you collected.
Survey Responses, read 2026-11-12.Refiner keeps charts built from your survey responses, such as NPS and ratings over time.
In Refiner's own words:
Refiner includes fully customizable dashboards that help you analyze survey response data.
Introduction, read 2026-11-12.
What can make Refiner's numbers look wrong?
If sampling is on, only part of your audience was ever asked, so response counts reflect that share and not everyone, as Refiner's docs explain.
In Refiner's own words:
a randomly selected fixed subset of users will see the survey.
Sampling | Refiner Docs, read 2026-11-12.Some people who match a survey's audience will not be shown it again for a while, so response counts can be lower than the audience size suggests, as Refiner's docs say.
In Refiner's own words:
Per-user throttling limits how often an individual user can see or respond to the same survey.
In-App Survey Throttling | Refiner Docs, read 2026-11-12.The response list can include unfinished answers, so a count of responses may not equal a count of completed surveys, as Refiner's help pages explain.
In Refiner's own words:
Partial responses show a dash.
Survey Responses, read 2026-11-12.
How do I check Refiner's numbers myself?
An owner can download responses as a spreadsheet and count the rows against what the dashboard shows.
In Refiner's own words:
The most straightforward option is to download it as a spreadsheet file in either Excel (XLS) or CSV format.
Download Survey Responses, read 2026-11-12.Saving a filtered list lets an owner pull the same slice of responses again and compare it from one period to the next.
In Refiner's own words:
To export the same set of responses regularly, save your filters as a response list.
Download Survey Responses, read 2026-11-12.
How does Refiner work with Feder?
Connect Refiner to Feder and it joins your Experience apps. Feder only reads. It never changes anything in Refiner.
When you connect Refiner, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Other apps that feed Experience
Questions owners ask about Refiner
- Why did my NPS score swing in Refiner?When only a few responses come in, the score can move a lot without customer sentiment really changing.
- Why did my survey responses drop in Refiner?A survey with a response limit stops showing once the limit is reached, so responses can stop arriving all at once.
- Why did my Refiner survey views drop?If a survey has a stop date set, nobody sees it after that date, so views end there.
Where do these answers come from?
Everything this page says about Refiner comes from Refiner's own pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.
Know the day a number breaks, not the month after.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.