Follow-up questions are used to gain contextual insight as to "why" your customer answered they did.
There are three follow-up questions available to customize depending on the sentiment determined in the previous primary question: positive, neutral, or negative.
Sentiment mapping
CSAT rating scales:
For NPS:
-
9-10= Positive (Promoter) -
7-8= Neutral (Passive) -
0-6= Negative (Detractor)
Disabling or enabling the follow-up question
The follow-up question is enabled by default, but you can choose for customers to skip it entirely by clicking the toggle button.
