Streamline Customer Feedback with Field Rules
When gathering customer feedback, understanding the reasons behind low ratings is crucial for service improvement. To do this, we can provide a textbox field to collect detailed feedback. However, including this field for all ratings would be unnecessary. To address this, Field Rules can be implemented to dynamically control the visibility of specific fields based on user input.
How this works
Lower rating (<=3): If a customer provides a rating of 3 or below, a textbox field is displayed prompting the user to provide detailed feedback.
Higher rating (>3): If the rating is 4 or higher, textbox field is hidden to streamline the form for customers who had a positive experience.
Implementation:
To demonstrate this, let's create a simple Customer Feedback form.
- After building your form, navigate to the Rules tab.
- Under Field Rules, click Configure Now.
Rule creation:
Condition: If the rating field is less than or equal to 3
Action: Show textbox field to collect details about their experience.
After configuring the above rule, in the live form, a textbox field will be displayed to collect detailed feedback when a customer provides a rating of 3 or below. Conversely, the textbox field will be hidden for rating above 3, indicating a positive experience.
Implementing field rules to this scenario, ensures that detailed explanations are gathered from the customers when they are most valuable, while minimizing the burden on customers who have provided positive feedback.
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