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.

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