Gateway Question

Owned by Gabrielle Pollack
Last updated: Nov 21, 2023
3 min read

The Gateway Question at the end of a survey traditionally asks a respondent to rate their overall experience, with three options to select from:

  • Great (green)

  • Okay (yellow)

  • Unpleasant (red)

A respondent’s selection in the Gateway Question can guide several personalized experiences, including:

  • How the respondent is asked to leave a review

    • For example, if a respondent responds that they have a GREAT experience, they’ll see a prompt asking what made it so great; but, if a respondent responds that their experience was UNPLEASANT, their prompt will ask what could have been better, personalizing the experience while ensuring criticisms are left constructively in the form of a review.

  • The message that is displayed to the respondent after submitting their survey

    • Respondents who had a GREAT experience may be asked to share their experience on social media, while respondents who had UNPLEASANT experiences are redirected to a support page to resolve their complaints.

  • The email the respondent receives after submitting their survey

    • For example, respondents who had a GREAT experience may receive a reminder or request to share their experience on social media while those who had UNPLEASANT experiences are thanked again and offered additional (resolution) options.

Whether a respondent categorizes their experience as positive, neutral, or negative, the system adeptly branches them into specific pathways, facilitating targeted requests for detailed reviews, triggering specific email communications, or directing them toward secondary workflows for social sharing or conflict resolution. This approach not only captures quantitative data but also enables a nuanced exploration of individual experiences, fostering a more interactive and customized survey and review experience.

Customizing the Gateway Question

The Gateway Question can be customized before a campaign is activated.

To edit the question

On the Primary Questions page, ensure the Gateway Question is toggled ON, then type or insert question text into the text box. (minimum of 2 characters)

To edit the response options

Click on the response option to be edited and type or insert the response (minimum of 2 characters).

To edit the colors associated with each response option

Click on the color that should be updated and type the hex code or use the color picker to select the color for each response option.