Follow-up options are available for Smiley Touch and Smiley Digital. If you have the Professional package, you can have an additional follow-up question after the main follow-up question.
Follow-up questions are shown after the main survey question and can be used to dig deeper into the reasons behind the decision to press that particular smiley.
You can select between 2 and 6 follow-up options for each question. The “Something else?” option is included by default, but you can also replace it with another option if that fits your needs better. You can activate follow-up options for both positive and negative feedback, or only for negative feedback. You can also have different options for negative and positive feedback.
You can see the responses to the follow-up question in the Top follow-ups widget on the Quickview page, and Pain points and highlights widgets on the Details page.
Follow-up question
By default, the question shown on the follow-up screen is “What was good?” after a positive response and “What could be improved?” after a negative one, but you can also use your own question (maximum 85 characters). The question can be different for negative and positive follow-ups.
Some example questions:
- “Why?” or ”Why not?” (for example, if the main question is “Would you recommend us to your friends?”)
- “Which department did you visit?”
- “What meal did you have today?”
- “What is the most important thing to you?”
- “What is your department/role?” (when measuring employee experience)
You can use the second follow-up question (part of the Professional package) to get even more information that you can use to improve your service.
For example:
- "Which department did you visit?"
- "What could we still improve?" (after positive response)
- "Is there anything you did like?" (after negative response)
Follow-up options
We recommend using the pre-set follow-up options that have been created based on our customers’ needs and which offer a wide selection of industry-specific choices. Just pick the ones that suit you best.
The pre-set follow-up options also come with ready-made translations for all supported languages, meaning that if you have a multi-language survey, you do not have to provide the translations for them yourself.
For more information, read Preset follow-up options.