CX Follow-up Questions

If you could ask your customers one question—any question—what would it be?
How about getting feedback which can help you grow? While CX metrics offer critical insights, your greatest learning opportunities depend on understanding the why behind the metrics. Once you understand customers’ preferences, likes, and dislikes, you’ll be able to identify where and how to improve. Responses to questions identified as CX metric follow-ups can be analyzed on the Text Analysis section of the CX Dashboard.

Here’s how:

1. 1. Create or open a CX project.
   2. Add the CX metric question (CSAT, NPS, CES, or Custom Metric) that best represents the standard you’d like to measure and customize the text.
   3. While in edit mode, check ‘Add follow-up question(s)’​ and Save.
      
      Or, if you’ve already saved the question, hover over the question and click Add Follow-up Question(s).
      
   4. Next, on the pop-up, customize your follow-up question(s), including both the text and the triggering conditions.
      
   5. Save your follow-up questions and their conditions.

How to modify a metric follow-up question

To modify the saved conditions of follow-up questions, click on the label added to your question or open Question Display Logic under Logic in the Design menu bar.

Making any text box question a follow-up question

If you added Text Boxes directly without using ‘Add Follow-up Question(s)’, you will need to mark them as follow-up questions to view them on the Text Analysis section of the CX Dashboard.

1. If your project is in edit mode, go to the text box question that you’d like to make follow-up question and click Edit.
2. Select the check box Set as Metric follow-up question. Choose the metric question and click Save.
   
3. If your project is in active mode, go to the text box question that you’d like to make follow-up question and click on the three dots.
4. Select the check box Set as Metric follow-up question. Choose the metric question and click Save.