When the Forced Ranking option is enabled on a Matrix/Rating Scale question, the previous answer will disappear if a respondent tries to choose the same column choice for a different row. This setting forces respondents to evaluate each row item in relation to one another.
We suggest editing the question text to let respondents know that they can't apply the same rating to more than one row choice.
To disable this feature, edit the question and deselect Forced Ranking.
If you're taking a survey and running into this issue, please contact the person who sent you the survey to let them know that you are having issues proceeding.