Tips: dynamic logic (filter routing) in customer surveys
We have already discussed that the response rate, representativeness and number of responses are important to the success of your customer survey. To improve these, it is important, among other things, to keep the questionnaire short and concise. This is where dynamic logic comes into play. LamaPoll also provides a suitable survey tool that combines the complexity of dynamic logic with convenient, straightforward operation.
Filter out or dynamically skip irrelevant questions
Dynamic logic in online customer surveys arose from the fact that not every question is relevant to every customer.
Example: You ask whether the customer is familiar with a particular product. If the customer answers “No”, different questions will generally be relevant than if they answer “Yes”.
With the appropriate dynamic logic, you can show each participant only the follow-up questions, pages and text relevant to them. All of these elements can be hidden, displayed, targeted directly or skipped.
Tip: Brevity is not the only important factor; responding to the individual customer also matters. This is only possible with a personalised response path, which must nevertheless take place within the same customer survey to allow straightforward analysis (nor can you create an individual questionnaire for every customer in advance).
Example: You ask about satisfaction. If the answer is “Dissatisfied”, the follow-up question is “What exactly are you dissatisfied with?” If the answer is “Very satisfied”, the follow-up text is “We’re pleased to hear that! To ensure your continued satisfaction, we would now like to ask you the following question…” This helps sustain the participant’s interest for longer, as they are less likely to become bored by irrelevant questions whose purpose is unclear to them.
