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Survey logic in a Rating or Smiley scale and NPS® question
Survey logic in a Rating or Smiley scale and NPS® question

Provide a personalized survey experience by directing your respondents to different follow-up questions

Agnieszka avatar
Written by Agnieszka
Updated over a week ago

Survey logic makes creating various paths for respondents easy by skipping specific questions based on previous responses.

You can design the survey experience by adding a customized question flow and segmenting users based on their feedback.

In this article, you'll learn how to set up Survey logic in a rating scale, smiley scale, or NPS question. If you want to set it up for different question types, visit one of the links below:

💡This feature is available for Email or Shareable link, Website or in-product, and Mobile surveys (starting from the SDK version 3.0.0) and is included in all of our plans!

If you want to learn how logic works for Intercom Messenger and Mobile app surveys, check the dedicated guide.

How to add logic

Step 1. Once you've started creating your survey and added a rating scale question, as well as the other survey questions, head over to the Logic tab of the question and click on + Add new logic.

In Mobile surveys, please go to Settings ➡️ Survey Experience and enable the Enhanced survey logic toggle to be able to set up Logic as described in this article:

Otherwise, by default, the Mobile survey will continue to have basic Logic settings available.

Step 2. Here, you'll see the If answer condition, letting you decide when to apply logic.

You can choose to apply logic if the response is, is not, or is between one of the answer choices or when it has any value.

💡Let's take a look at what the above possibilities mean:

  • is - if you select just one possible answer here (e.g., rating 1), this logic will work only when your survey respondent selects 1.

If you select rating 1, 2, or 3, this logic will work for the respondents who select 1, 2, or 3.

  • is not - if you select just one possible answer here (e.g., rating 1), this logic will work only when your survey respondent selects anything other than 1.

If you select 1, 2, or 3, this logic will work for the respondents who select anything other than 1, 2, or 3.

  • is between - if you select a range of 1 to 3 here, this logic will work if the respondent answers 1, 2, or 3; minimum and maximum values that you set in the range are included.

  • has any value - this logic will work regardless of what answer the respondent chooses.

Step 3. For this example, let's choose is.

Select the desired option(s) simply by clicking on the answer choices.

📌 Any answer option not selected in the If answer condition will direct the respondents to the next question.

Step 4. Now, you can decide what question the respondent should see next.

In the then option, choose the next step, whether it's another question or the end of the survey.

Here, the respondent will be directed to the next step you choose if their rating to this question is either 1 or 2.

If they select any of the other possibilities, this logic will not be applied to them.

It's not possible to use Survey logic to direct the respondent to a previous question. To select the next step in the survey's path, it needs to be placed after the question in which you're currently setting up logic.

Step 5. You successfully added a new logic to your survey 🚀.

❗️If you have set logic for the rating question and then changed the rating scale to a different type, logic settings for this question will be removed, and you'd need to set them again.

If you'd like to add another one to the same question, click on + Add new logic again and repeat the above steps.

If you changed your mind and would rather delete the logic, simply click on the


Please note that if there is a conflict in your multiple logic settings, the survey behavior will be determined by the first true logic condition.

❗️Also, if you delete a question that is used in any logic settings in a survey, all the settings where it was used will be removed because they become invalid.

The same applies to the situation when you move a question above some other questions that have it in their logic settings - the logic becomes invalid and that's why we remove all logic settings that included the re-ordered question.

📌 Please remember that if you enable Enhanced Logic in your Mobile surveys, the survey will only appear in your mobile application if the SDK version you're using is not older than 3.0.0.

Best practices

Set up survey logic separately for each question in your survey

Without survey logic, the questions will be shown one after the other. You can test the logic flow on the right side of the Create tab in the preview.

Wondering how the results to your single-choice questions will be displayed?

Check out this article to learn how we measure Customer Satisfaction with rating questions.

Include respondent attributes in the survey questions for a better survey experience

Find out here how to make your surveys more respondent-friendly by customizing them with personal information.

📞 If you have any questions or need help setting question logic, please contact our team at or initiate a chat conversation

Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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