If you have follow-up options enabled, people can specify the reason for their feedback. The follow-up options 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.
For information on how to turn on the follow-up options, read the article “How to create a new survey for Smiley Touch” in our Customer Community (sign in with your HappyOrNot Reporting credentials).
By default, the follow-up question 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. The question can be different for negative and positive follow-ups.
Some example questions:
- “Why?”/”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)
Preset follow-up options
We recommend using the pre-set follow-up options. They have been created based on our customers’ needs, offering a wide selection of industry-specific choices. Just pick the ones that suit you best!
You can select 2 to 6 follow-up options for your question. “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 either positive or negative feedback or both of them. You can also have different options for negative and positive feedback.
The pre-set follow-up options also come with ready translations for all supported languages, meaning that if you have a multi-language survey, you do not have to prove the translations for them yourself.
If you have trouble deciding which follow-ups to use, read “Commonly used follow-up options“.
Available pre-set follow-up options
For measuring customer experience:
Accessibility, Ambiance, Bureaucracy, Customer service, Food quality, Info desk, Payment options, Pricing, Product availability, Product freshness, Product selection, Program, Punctuality, Quality of service, Queuing time, Room quality, Service, Spa experience, Staff attitude, Staff availability, Staff friendliness, Staff professionalism, Talks, Taste of food, Venue, Wait time
Cleanliness, Floor cleanliness, Hand soap, Smell, Toilet paper, Washroom equipment
For measuring employee experience:
Company vision, Leadership, My manager, Personal development, Private life, Teamwork, Work atmosphere, Work environment, Workload, Tools/Technology
For more information, read the article “What are the currently available translated Smiley Touch Preset Follow-up options” in our Customer Community (sign in with your HappyOrNot Reporting credentials).
Custom follow-up options
Have another follow-up option in mind, just the perfect one for your business? Don’t worry – if you don’t find suitable follow-up options from our selection, you can also create your own customized ones. The only limitation for the options is the length, which can be maximum of 29 characters. If you want to have a multilingual question with custom options, remember to also add the translations for all the options. Note that the translations also need to be maximum of 29 characters long.