When running surveys to customers, it can be important to frequently utilize logic to determine which customers see specific questions on a survey. Let's walk through how to use Kno's logic features inside of a survey.
If you're searching for a way to display an entire survey to a particular type of customer, check out our help doc on Audiences here.
If you're wanting to add an open-text field for anyone who answers a question with 'Other', check out our 'Other' Response Option help doc here.
Standard Logic Differences vs. Other Survey Tools
KnoCommerce does logic inside of surveys a bit differently than other survey tools. Instead of being set within the 'Referring Question' (or the first question that is being asked), follow-up logic is determined by settings in the follow-up questions themselves. This allows for greater flexibility and complex logic paths, including asking multiple questions as follow-ups to a single-question response.
Add First Question
Add in the first question to your survey. In our example, we'll use one of the most common questions to use with logic: How did you first hear about us?
Note: DO NOT turn on logic for this question. It is not necessary.
Add Follow-up Question
Then add in the follow-up question that you want to ask. In this example, we'll ask people who answer 'Google or other search engine' what they searched for to find your store.
Follow-up Question Logic
Click the 'advanced settings' in the follow-up question to access the logic settings, which should end up looking something similar to the screenshot below.
A couple of important details:
The dropdown will contain the original prerequisite question you want to tie the logic to.
Toggle on 'Detailed Choice' and select the answers to the prerequisite question for which you want to display the follow-up question.
Selecting a prerequisite question but leaving 'Detailed Choice' un-toggled will show the follow-up question so long as the customer gives any answer at all.
You can choose multiple response options under 'Detailed Choice' to see the follow-up question.
End Survey Logic
You are able to end the survey on a particular question buried within logic. Keep in mind, this is a rare use case but can be helpful in certain situations.
Using this setting will end the survey for the customer whenever they complete this question without any ability to navigate back to edit their answer to this question.
End Survey & Use As Confirmation Screen
There is a default confirmation on every KnoCommerce survey. It is an HTML editor that you can find in the survey editor under 'Choose your look' and 'Confirmation'. That being said, you can use any of our Actions as a confirmation page instead of the default screen.
Add an Action and then configure it however you want. Then navigate to the 'advanced settings' menu and choose the following settings under the Logic menu.
This can be helpful to show different confirmation screens within the survey depending on different logic paths instead of showing one confirmation screen to all customers.
Exit Logic
It is possible to also use exit logic on a particular question for a specific answer to that question. Go into the 'advanced settings' and toggle the Logic settings to look like the following screenshot.
At present, it is only possible to select one answer for the Exit Logic. If the customer taking the survey chooses 'Answer 2' (in the above settings scenario), it will immediately take the customer to the default confirmation screen, bypassing any and all questions left on the survey.
Complex Logic
Most surveys utilize some level of simple logic for nested questions, but if you're wanting to leverage Kno's Logic capabilities to create several highly complex logic paths through your survey and need some assistance, please reach out to us at hello@knocommerce.com. We'd be happy to give suggestions and help create that survey with you!