CX: Adding Key Drivers & Follow-Up Questions to Your Survey
Key Drivers allow customers to rate key aspects of your company on a 1-5 scale. On the analysis end, Key Drivers are correlated to your NPS score, showing which parts of your company to focus on in order to improve your NPS.
To add a Key Drivers question, select Key Drivers. You can add one Key Drivers question per survey:
Customize the question text and add in the drivers. Click "Allow N/A" if you want respondents to have that option. When you're finished, click Save Changes.
To add additional follow ups, click on +Add a Question.
When adding Multiple Choice and Checkbox questions, check Randomize order in surveys to randomize the answer options order.
The number of follow up questions you have depends on your Plan Type.