With InputKit, your satisfaction questionnaires are used to obtain feedback, but also to identify and filter satisfied and dissatisfied customers.

Table of contents :

The satisfaction filter allows you to target satisfied customers in order to redirect them to all the other steps in the sequence, such as cross-selling and online reviews. It also allows you to filter out dissatisfied customers so that you can be notified quickly when dissatisfaction is detected and avoid redirecting a dissatisfied customer to your online

reviews.

💡By default, satisfaction filters are already set up in your questionnaires during the setup we make before you start using your account.

If you create a new sequence in your account and want to activate the satisfaction filter, follow these steps:

In a sequence, it is the "Questionnaire" step that is used as a filter. The questionnaire step is the questionnaire that your customers fill out. Make sure you put it in front of the steps you want to "protect" from dissatisfied customers.

In the example below, the questionnaire step is at the very beginning of the sequence:

This way, dissatisfied customers will be filtered out from the beginning and will not see the next steps. They will be redirected to the final message after completing the questionnaire.

You need to create the satisfaction logic in the questionnaire. To do this, you must modify the questionnaire associated with your satisfaction stage.

To access it quickly, click on the "Edit questionnaire" button at the questionnaire step:

For each question that requires a satisfaction filter, you must check the "Satisfaction filter" box that is always at the bottom of a question:

To define the satisfaction filter, you have to check the answers you consider satisfactory by checking the "Satisfied" option:

In other words, you decide which answer choices represent a satisfactory response.

💡Tip: To ensure that the filter works in all cases, it is a good practice to make these questions mandatory by checking the "Required" box.

A satisfaction filter can be added for these types of questions:

ℹ️ The Net Promoter Score (NPS) question already has a satisfaction filter built in based on the definition of the Net Promoter Score itself. According to this theory, a customer who answers between 0 and 6 on this question is a detractor and this type of response is considered unsatisfactory.

The satisfaction logic applies when the customer submits the questionnaire.

The customer will be classified as dissatisfied if one or more of the satisfaction filters are answered unsatisfactorily. In order for the customer to be classified as satisfied, all questions with a satisfaction filter must be answered satisfactorily, according to the filters you have previously defined.

Here is the path of a satisfied customer:

Here is the path of a dissatisfied customer: