Setting up Customer Response at Level II

To require some specific response to a question, set up one or more possible responses for a custom question.

1. At the right-hand side of the bar containing the custom question, click Show Answers. The question response details are displayed at a lower level.
   Each possible response of the question is listed. (Multiple option selections are normal in a survey question.)
2. Select the question responses you want to use.
   1. If an unselected response to a line item is significant and should satisfy the condition, select the unselected box.

   Suppose you want to set up a condition to help determine whether it is appropriate to call a set of customers about a new offer. You can use the Custom Question dimension to determine whether the customer has explicitly asked not to be contacted about new offers.

   For the sake of this example, assume that one of your custom questions is "How would you like to be contacted?" and that one of the possible responses is "Do not contact me." (This is a standard questions-and-response pair among customer questions.)

   Your setup for this custom question stipulates the condition that this "Do not contact" response is not selected. Thus, when the customer has not used this specific method to direct you not to call, the customer meets the condition.

   1. If a selected response to a line item is significant and should satisfy the condition, select Selected box.

   Suppose you want to use this dimension to determine if a customer has children who might use infant diapers. There is a custom question that surveys customers about the ages of their children, so you select the option labeled "Birth - 2 years." The customers who select this response meet the condition. Other responses are not of interest, so you do not need to select any response or even enable the response.

   1. If any response to a line item should satisfy the condition, you can click Either. The Enable box might be automatically selected. If you decide that a response to this line item is not a factor, clear the Enable box, or leave a Disable box selected.
3. Click Save.
4. Advance to the next question that you want to use as a condition.
   Note that you can define the required response at either Level I or II. Refer to the instructions for defining a required response at Level I.
5. After you have defined the desired responses to the custom questions of interest, click Save.
6. Select or clear the Customer MUST match check box, as appropriate.
7. Click Save.

   Because all conditions based on custom question responses are linked with the logical AND operator, the outcome of this dimension is the set of customers who meet all of your question response requirements. Requiring specific responses to multiple custom questions can yield a very narrow customer segment. Note also that, if a customer response to a custom question is not strictly required, only a subset of the population might provide any response.

   If you set up a condition based on a custom question response that does not make sense, the CRMS cannot interpret questions, possible responses, and your application of the dimension logic. So you must test the logical condition you are defining.