Identify the relevant question
Locate the question to which the response relates so its original meaning is preserved.
Help Centre · Customer experience
Does this customer response simply need a review—or follow-up?
Reread the response, the score given, and the available comment before deciding what to do. An unusual response may deserve a check, but it should not automatically lead to a conclusion about the customer.
Immediate answer
Read the response before deciding
A response collected through a survey should be reread within the exact framework of the relevant question and scale. When an applicable rule, category, or segment is actually displayed or documented in the flow, it may guide the review. The response format, its value, any comment, the date, and the available context may all contribute to the review. None of these elements determines the assessment on its own. A response to review only indicates that a separate human check may be useful. The possible creation of a case and assignment of a priority are later steps.
Reading framework
Identify the response and customer involved
Before interpreting feedback, check the elements that define the question and what is actually visible in the flow.
Understand the response form
Check whether it is a choice, a value on a scale, short text, or a comment, depending on the available formats.
Record the available information
Record the choice, value, or text actually available in the interface. The form and level of detail may vary by flow.
Check the language variant
When multiple languages are used, check the visible language and the meaning of the corresponding question.
Applicable reference point
Check the conditions that apply
Review only the reference points actually displayed or documented for the relevant question. Their presence and configuration options may vary.
Use the reference point that actually applies
A rule, category, or segment may help structure the reading when available.
Limit: this reference point proves neither the cause of a situation, its urgency, nor the customer’s future behaviour.
Limit segments to their original framework
When an NPS question and its categories are actually used, the promoter, passive, and detractor segments must be interpreted only within that framework.
Limit: they are not universal thresholds for other questions or scales.
Remember: a rule or segment organizes the reading; it does not automatically turn a response into a proven cause, urgency, case, or priority.
Contextualized reading
Reread the comment before going further
Use the information actually available without assuming that a history, service record, or automated grouping is always present.
Conceptual overview
Decide whether follow-up is actually useful
This flow keeps the levels separate and presents each step as a human review, not a universal automatic process.
Response reviewed
The available response to the relevant question is reviewed.
Limit: a response does not prove an objective cause on its own.
Question and scale identified
The question, response format, and any scale are identified.
Limit: interpreting a value without its original framework may lead to an incorrect conclusion.
Rule or segment checked
The reference point that actually applies to this question is reviewed when it exists.
Limit: a rule, category, or segment guides the reading without predicting future behaviour.
Context reread
The team rereads the available information related to the question, booking, appointment, or service, depending on the flow.
Limit: the visible context may be incomplete.
Separate follow-up or no additional action
The team determines whether a separate human check is useful at this stage.
Limit: this decision does not automatically create a case, priority, offer, or corrective action.
Related resources
Continue the review and follow-up
Use the related guides to keep assessment, case creation, priority, and interpretation as distinct steps.
Surveys and customer experience
Learn about the documented functions for preparing surveys, collecting responses, and reviewing available feedback.
View the pageHow do you prioritize a customer-recovery case?
Learn how to organize the handling order when separate follow-up has been considered.
Read the articleHow do you organize follow-up for a response that needs attention?
Learn the documented steps for organizing follow-up from a reviewed response.
Read the articleHow do you interpret survey results?
Review the scope, number of responses, and context before making an observation.
Read the articleSupport
Contact supportDocument unexpected behaviour
Specify the page and flow, the question and response format, the relevant choice, value, or comment without unnecessary personal data, the visible rule, category, or segment when one exists, the available context, the exact result or message observed, approximate date and time, and a sanitized screenshot if useful. Never send a password, authentication code, key, token, technical secret, or unnecessary personal information.