The first question of a survey is connected with a customer satisfaction metric, such as CSAT or NPS.

Each response to a primary question is grouped into one of three sentiments: positive, neutral, or negative. 

The sentiment and metric are then used to:

  • Display the appropriate follow-up question
  • Display the appropriate confirmation page text
  • Calculate stats on dashboard and insight pages
  • Assign sentiment to team member and customer leaderboards
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