We do a cascading survey, whereby depending on the answer to a single question we either will skip a question, or present it. We do this with a survey that has both CSAT and CES questions in it, essentially asking how satisfying the product (or service) experience was… If they give a 5 on a 1-5 scale, we skip the detailed CES questions, otherwise we present the detailed CES questions.
What I want to do for the CSAT responses that scored us a 5, I want to default the detailed CES questions to a five, based upon the philosophy that if a customer is totally (completely) satisfied with a product or service experience, then that means that their effort scores would be a 5 also.
So, hence my question re calculating a score for an un-asked question, based upon a broader asked question.
As a follow-on question, is there a manual way to do what Gainsight does for CSAT or NPS questions, for CES questions? I don’t like hitting customers with too many surveys, especially when CSAT and CES are believed to be related in some segments of our CS world. Any thoughts?
Has anybody ever tried calculating a score for questions not presented, based upon other questions answered?
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