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Why Category Config

The smiley response from customers to feedback questions is a good indicator of customer satisfaction. To get more detail about customer expectation and satisfaction you can configure and use "Why" categories. The categories provide insight as to why a user has responded happy, meh, or sad. You can pinpoint the areas which need improving or rewarding within your business by enabling this feature.

[Note] To configure Why categories you need admin access. Reach out to your Press’nXPress admin user if needed.

It is possible to select up to 5 "Why categories" for a touchpoint. You can choose different Why Categories for satisfied and dissatisfied responses. You can find the option to add Why Category in Touchoint setting.

Add Why Category to a Touchpoint for Dissatisfied response (Meh and Sad)​

  1. Go to the dashboard and select Touchpoints from the menu.
  2. Find an existing touchpoint from the list, click the Edit button located in Manage.
  3. Go to Question step
  4. Enable "Dissatisfied Why"
  5. Enter the Title that should show up to the user after they responded with yellow and red smiley buttons. e.g. "Let us know more" or What can be improved".
  6. Choose min three why categories from dropdowns. (Optional add 2 more why categories if needed).
  7. Click the Submit button to save the changes.

Add Why Category to a Touchpoint for Satisfied response (Happy)​

  1. Go to the dashboard and select Touchpoints from the menu.
  2. Find an existing touchpoint from the list, click the Edit button located in Manage.
  3. Go to Question step
  4. Enable "Satisfied Why"
  5. Enter the Title that should show up to the user after they responded with the green button. e.g. "Let us know more" or What can be improved".
  6. Choose min three why categories from dropdowns. (Optional add 2 more why categories if needed).
  7. Click the Submit button to save the changes.

Update Why Category for a Touchpoint​

  1. Go to the dashboard and select Touchpoints from the menu.
  2. Find an existing touchpoint from the list, click the Edit button located in Manage.
  3. Go to Question step
  4. If needed update the Title that should show up to the user after they responded with the green button. e.g. "Let us know more" or What can be improved".
  5. If needed update why categories from dropdowns. (Optional add/update 2 more why categories).
  6. Click the Submit button to save the changes.

Disable Why Category for a Touchpoint​

  1. Go to the dashboard and select Touchpoints from the menu.
  2. Find an existing touchpoint from the list, click the Edit button located in Manage.
  3. Go to Question step
  4. Click the checkmark next to Satisfied Why or Dissatisfied to disable it for this touchpoint.
  5. Click the Submit button to save the changes.