How to Use Key Driver Questions in Your CX Survey

Key Drivers question type is used to measure the impact different factors affecting your customers’ experience with your service or product. Within the Key Driver Analysis report, multiple potential Drivers will be examined for their potential relationship with and impact on a target CX Metric.

The CX Metric (NPS, CSAT, or CES) is the selected measure of progress that may be influenced by Drivers.

For example: A company might be concerned about their clients’ overall satisfaction with a particular product or service. The target outcome Metric, in this case, would be an overall satisfaction score (CSAT).

The Drivers are performance-based metrics that may have a possible impact on the CX Metric being studied. These variables are studied because of a perceived potential impact on the metric.

For example: If a company’s core CX Metric is overall satisfaction for a product or service, potential Drivers might include helpfulness of employees, value of products, or convenience of location.

You can hide a sub question in a Key Driver question grid by doing the following:

Navigate to the question grid you would like to edit.
Hover over the sub question text.
Select the first icon that appears, the crossed-out eye, to hide the sub question.
The sub question text will then also be crossed out, indicating that it is hidden.
To Unhide the sub question, follow the same steps to ‘Unhide.’

At least one of the answer options in each Key Driver question should have weights applied. Hidden sub questions will only be hidden from participation; they will continue to be available in CX Dashboards. Hidden sub questions can be manually excluded in CX Dashboards as needed.

Learn more about adding Tags to your metric questions to analyze data on the CX Dashboard.

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