Advanced Branching, Part 2


This video covers how advanced branching works with ‘choose all that apply” question types. We discuss using survey branching logic for different groups of responses within “choose all that apply” survey questions.


Welcome to our second part tutorial covering advanced branching. And in this tutorial we're going to be covering check boxes or 'select all that apply' question types and how you can use the advanced branching features to skip the various subsequent questions that pertain to groups of options that have been selected. And we've created a sample survey here that we've worked with in the first video covering advanced branching, but we've gone ahead and added some of the branching logic already to this survey. As you can see from the different icons, this is a simple branching icon, this is a complex branching icon.

So we can go ahead and look at this survey. We've adjusted some of the responses in text, so that it makes some logical sense. So let me go in and... by the way, you can click on these icons to get an overview of the branching logic, or you can always call right into the advanced branching menu as I've just done now.

So here we have two rules that we've created, and you can click on them to get the details. So here's the first rule, we're using question five, "Which of the following services do you use of ours?" is the question. And since it's a check box or 'choose all that apply' question type, it's slightly different than the single response question types that we covered in the first video.

So here we have different options, and one is "Contains one of," "contains generally," you can still do "is exact" or even do "numbers selected" in this particular, but we're going to use "contains one of," because we want to select, as we have here, two options. So this is a financial services company, they offer various services, as you can see. We're going to isolate two of those services and route these particular customers to a particular subsequent question that to a follow-up question for these services. So that's how we've set this particular branching logic up and the rule for those conditions will skip us to question seven, "Please rate the following based on importance," and that's a grid or matrix question which we can show you when we preview of this survey.

So, I'm going to go ahead and save that rule. And here's another rule that we've added for the same question, question five, we're also using the "Contains of," condition. And we've selected three options or responses in this particular question and those are; mortgage services, financial planning, and insurance services. So perhaps the thinking is that a different demographic or different type of customer is going to be likely to pick these three whereas a different type of customer would select these two products or services. That's the general logic that we're following in this example.

So that's the rule and the conditions of the rules; so what are the actions based on those conditions if they're met? So were going to skip to a different question asking for open-ended feedback, open-ended comments in this particular question. So those are the two rules set in this particular advanced branching so we're just going to go ahead and save those, and so that's of question five.

Question five, ATM or teller, is going to skip us down to question seven, giving us this matrix question. If they select mortgage services, financial planning, or insurance services, it will jump us down to this open-ended question. Let's take a look at that. Let's go in here, take a look at what we set for our advanced branching here. And this is interesting, what we've done here is, we have actually set advanced branching for an open-ended comment. And we are using the "Contains," condition and you can insert any keywords. So we've inserted the word "poor," so if anyone responding to this question uses the word poor, then it will follow a certain action, and this action is to skip to what we've actually inserted here as an HTML page, providing what we call an information page where you can include media, text, whatever. And you'll see when we preview that we're actually including a statement telling this customer that a satisfaction alert has been triggered and an agent will be helping them momentarily. And the way our satisfaction alerts work as you can set trigger points to at any response to any question and have that routed to your email for SMS to a service manager right there, in the store, so you have the opportunity to intercede with a customer who needs immediate attention. So we'll go ahead and save this rule and close this out. Let's save that.

So, you can see here this is the text, "We're sorry to hear you have poor experience today, a service agent has been notified and will be with you shortly." Now, we have a different icon here, this is the simple branching icon. Let's take a look at this, simple branching based on how they responded. So after they proceed to this question, we're routing them to the end of this survey. So let's just go ahead and cancel that, and why don't we take a quick preview at the survey?

So, we're going to go ahead ans answer the survey here, and here's our question five where we select. Now we said "Contains," so it can be one or both of these responses will route us to our particular branching question, which it did, so it's sending us to a question and asking us to rate the following based on importance. Which we will do here, and then we will go to the final question in the survey.

So now let's go back and preview this again, but let's select the other check boxes or 'choose all that apply' options in this survey for question five. I'm just randomly selecting the first few questions here. Now, before we selected or teller, but now if we select one for more of this group of responses, it will route us to the open-ended question. And let's say, "The service was poor today," so you notice I'm using one of those keywords that we had identified.

So now we will be routed to a particular message, "We're sorry to hear that you had a poor experience today, a service agent has been notified and will be with you shortly," next, end of survey. And in fact, a satisfaction alert has been triggered and the service manager of this branch or up the chain of command, their phones are ringing right now with enough information for them to go to this particular customer at this location, at this device and intercede and intervene and provide any kind of service for recovery necessary.

So I'm going to go close this. And that is a quick overview of how you can set advanced branching logic with 'choose all that apply 'or check box type questions. Thank you very much and stay tuned for a follow-up video in our part three video on advanced branching.

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