How can we easily capture sub-reasons in survey question builder? | XM Community
Skip to main content

Hi,

 

We have a post support contact survey where customers select the reason for their contact such as billing, technical issue, quoting, claims, etc.

 

To better analyze the feedback, we are interested in getting a level deeper, so for ‘billing’, is the contact regarding ‘upset about rate increase’, ‘not understanding bill’, ‘not receiving bill’, etc.

 

Is there a way to create a survey question that is adaptable, so if customer selects ‘Billing’, it would display the sub-reasons beneath for them to choose a more granular reason without building a ton of display logic?

 

Thanks so much for any help or insights.

Have you looked at the Drill Down question?

Drill Down Question (qualtrics.com)

 

In my surveys, I’ve worked with two separate single response questions and display logic on the answers of the second question, though. In my opinion a much nicer experience for respondents.

Just looked, yes, this seems like precisely what I need.

 

Is there any way to enable them to pick more than one option in the drill down?  Just thinking if they have more than one related issue would be nice to capture.

No, not directly. That’s one of the reasons I decided against the Drill Down question.

Here’s a discussion on Multi Select in Drill Downs. Doesn’t look very promising nor respondent-friendly:
How do I multi-select the choices in drilldown list? | XM Community (qualtrics.com)

Leave a Reply


Terms & Conditions