This is not related to the Qualtrics Platform, this is related to survey responses. When a customer responds to a question about how about satisfied they are with the interaction of their customer care agent ranking from extremely unhappy to extremely happy and they select extremely unhappy but their comments are all positive of the agent. My question is: Do you change the customer’s response to reflect the customer’s comments?
This is a debate in our organization right now. Thanks!
I can’t think of a specific instance where I would ever change a respondent’s answer. However, if they give a response that seems abnormal, I might flag it or recode that value/answer as “null.”
If the scale answers are straight liners or the comments are fraudulent, we remove them from the survey. In the same vein, if you see that the comment associated to that rating scale is pointing in the opposite way, we may adjust the response.
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