Creating a question
Collecting feedback from customers who cancel is vital to understanding why they are leaving and how you can improve. The default cancellation flow starts with two standard questions but more can be added.
To create a question, open the flow editor by clicking Flow in the left navigation and then the pencil icon in the flow steps diagram.
In the flow editor, click the plus icon that appears between steps in the top section.
Choose between two question types:
- Multiple choice - a fixed list of options
- Text - open-ended feedback
Title & hint
Questions have a title (e.g. "What is your primary reason for leaving?") and an optional hint. You can use hints to add extra detail.
Adding multiple choice options
Click the Add option link to add a new option to a multiple choice question.
Enter a title and an optional reason code for your question option.
Reason codes are used when sending survey response data to third-party integrations. This allows you to represent survey responses with a consistent value that does not change if you update the wording of the multiple choice option.
Reordering multiple choice options
Drag and drop question options using the drag handle to the left of the option text to change the order.
Requiring a question
Questions are optional by default, but can be made required. When the question is the active step, an options bar appears in the upper right. Click the asterisk icon to toggle between optional and required.
Multiple choice settings
Multiple choice questions have additional settings.
Allow the user to select multiple options instead of a single one.
The order of options can be randomized to help prevent the first few options from being over-represented in your data.
Other, please specify
Display a final option labeled "Other" that allows the user to be more specific.
Drag and drop questions to change the order.
Displaying a question conditionally
Questions can be displayed only when certain conditions are met, based on customer segments or answers to previous questions. Learn more about step conditions.