Hello!
We use Survey Monkey to offer three 1-5 scale questions to our customers with an open comment box on the end. This lets us be more specific about what areas require improvement and which are acceptable. For example - if a customer were to receive a fast response but did not get the info they wanted a single 1-5 rating would likely be low, but a multi-question survey may show a more nuanced look at the whole ticket.
This could be circumvented with the dropdown option however it is only available when a Bad Sat is selected and we will still be missing out on the data of what went well.
Also side note but I also want to add on to this post the importance of being able to report on the selections themselves, rather than the grouping of ‘good’ and ‘bad’.
Thanks!
