{"id":55081,"date":"2021-07-23T11:01:01","date_gmt":"2021-07-23T11:01:01","guid":{"rendered":"https:\/\/www.sogolytics.com\/help\/?page_id=55081"},"modified":"2022-08-29T12:04:11","modified_gmt":"2022-08-29T12:04:11","slug":"how-to-add-follow-up-question-in-cx","status":"publish","type":"page","link":"https:\/\/www.sogolytics.com\/help\/how-to-add-follow-up-question-in-cx\/","title":{"rendered":"\u202fCX Follow-up Questions"},"content":{"rendered":"

If you could ask your customers one question\u2014any question\u2014what would it be?
\nHow 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\u2019 preferences, likes, and dislikes, you\u2019ll 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.<\/p>\n

\r\n For example:<\/span>
\nYou’ve been using an NPS question to ask recent customers how likely they are to recommend your products. Now, follow up with a relevant clarification question to better understand their experience.
\n<\/span>\r\n <\/div>\n

Here\u2019s how:<\/p>\n

    \n
  1. \n
      \n
    1. Create or open a CX project.<\/li>\n
    2. Add the CX metric question (CSAT, NPS, CES, or Custom Metric) that best represents the standard you\u2019d like to measure and customize the text.<\/li>\n
    3. While in edit mode, check\u202f\u2018Add follow-up question(s)\u2019\u200b and Save.
      \n
      \nOr, if you’ve already saved the question, hover over the question and click Add Follow-up Question(s).
      \n<\/li>\n
    4. Next, on the pop-up, customize your follow-up question(s), including both the text and the triggering conditions.
      \n<\/li>\n
    5. Save your follow-up questions and their conditions.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n
      <\/i><\/p>\n

      Up to two metric follow-up questions can be added.<\/p>\n<\/div>\n

      How to modify a metric follow-up question <\/strong><\/h2>\n

      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.
      \n<\/p>\n

      <\/i><\/p>\n

      Deleting a metric question will delete any linked follow-up questions.<\/p>\n<\/div>\n

      Making any text box question a follow-up question <\/strong><\/h2>\n

      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.<\/p>\n

        \n
      1. If your project is in edit mode, go to the text box question that you\u2019d like to make follow-up question and click Edit.<\/li>\n
      2. Select the check box Set as Metric follow-up question. Choose the metric question and click Save.
        \n<\/li>\n
      3. If your project is in active mode, go to the text box question that you\u2019d like to make follow-up question and click on the three dots.<\/li>\n
      4. Select the check box Set as Metric follow-up question. Choose the metric question and click Save.
        \n<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

        If you could ask your customers one question\u2014any question\u2014what 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\u2019 preferences, likes, and dislikes, you\u2019ll 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\u2019s how: Create or open a CX project. Add the CX metric question (CSAT, NPS, CES, or Custom Metric) that best represents the standard you\u2019d like to measure and customize the text. While in edit mode, check\u202f\u2018Add follow-up question(s)\u2019\u200b and Save. Or, if you’ve already saved the question, hover over the question and click Add Follow-up Question(s). Next, on the pop-up, customize your follow-up question(s), including both the text and the triggering conditions. Save your follow-up questions and their conditions. Up to two metric follow-up questions can be added. 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. Deleting a metric question will delete any linked follow-up questions. 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 […]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":639,"comment_status":"closed","ping_status":"closed","template":"faq_php.php","meta":{"footnotes":""},"categories":[327,413],"tags":[388,284,280],"yoast_head":"\n\u202fCX Follow-up Questions - Sogolytics<\/title>\n<meta name=\"description\" content=\"If you could ask your customers one question\u2014any question\u2014what would it be? How about getting feedback which can help you grow? 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