CX: Using Custom Filters to Segment Data


CX: Using Custom Filters to Segment Data

SURVEYMONKEY CX:SurveyMonkey CX is another SurveyMonkey product that helps increase customer loyalty. If you're interested in learning more, contact sales.

Filters allow you to segment NPS results and focus on a specific subset of your data.

When setting up your survey, consider including Custom Filters to send the survey out with custom data associated to each contact. You can also use custom follow-up questions to filter results.

You can filter the data by any of the following:

  • Sentiment: Promoters, Passives, Detractors
  • Country
  • Status
  • Answer: filter by a follow up question
  • Assignee
  • Tag: Filter by a Custom Tag
  • Custom Filters: unmapped columns from your Email List, fields passed through the API, or fields included in the weblink with params

When a filter is applied, it will display in the Dashboard, Map, Drilldown, Benchmarks, Key Drivers, and Revenue Impact pages. Filters will remain applied as you navigate through the different analysis modules unless they are cleared.

To set a filter, go to Filter on the top right corner of the page:

Then, select the criteria you want to filter by. Here's an example which includes some custom criteria added to each contact when the survey was deployed:

When a filter is applied, it will be displayed across the Analyze section. To remove a filter, click on the X next to the option that is filtered, or click the Clear All button:

Reviewing Custom Segments in Drilldown Module

The Drilldown chart allows you to segment data by Country, Custom Filters, and by each question in your survey. When segmenting, you can also sort the data by NPS Score, Average Rating, Number of Responses, or Alphabetically. Below is an example of a Drilldown chart segmented by country, and sorted by NPS: