Follow-up survey
A Follow-up survey campaign chains a second questionnaire immediately after your survey's thank-you screen. It lets you dig deeper with the respondents who match a segment — without sending a separate message or waiting for a new touchpoint.
It's perfect when one survey raises a question you want to explore. Someone gives a low score? Follow up to find out why. Someone shows interest in a product? Follow up to learn more. The conversation continues while they're still with you.
What the respondent sees
When a respondent finishes the first survey and matches the segment you've attached, the follow-up questionnaire opens straight after the thank-you screen — on screen, in the same session. Because it's chained on-site, there's no email, no delay, and no drop-off from asking people to come back later. You simply keep the right people talking while their attention and context are fresh.
Set it up
Add a Follow-up survey campaign
From the campaigns overview, create a new campaign and choose Follow-up survey.
Choose the workspace
Pick the workspace that holds the questionnaire you want to chain.
Choose the survey
Select the follow-up survey itself. You can pick from any workspace in your organization.
Pair it with a segment
Attach the segment that defines who should receive the follow-up.
Prioritise and preview
Set a priority and active window, then preview before going live.
Choosing the follow-up survey
You select the follow-up in two steps. First pick a workspace, then pick a survey within it. Splitting the choice this way keeps the survey list short and easy to search even when your organization has many questionnaires.
Because you can choose from any workspace in your organization — not just the one the entry survey lives in — you can reuse a single deep-dive questionnaire across many entry surveys instead of rebuilding it each time. Maintain that questionnaire once in Surveys, and every Follow-up survey campaign that points at it stays up to date.
How it differs from a follow-up sequence
It's easy to confuse this with a follow-up sequence, but they solve different problems and fire at different times:
- A Follow-up survey campaign shows the next questionnaire on screen, immediately, in the same session — right after the thank-you page, before the respondent leaves. There's no waiting and no second message; it's part of the same visit.
- A follow-up sequence queues the next survey to be sent later, through a pipeline, as a fresh touchpoint (typically by email or another channel) after any delay you set. The respondent receives it as a new invitation, not as a continuation of the current screen.
Reach for the campaign when you want answers in the moment while engagement is highest. Reach for a sequence when the right follow-up needs time to breathe — a recovery message a day later, or a product-review invite after the item has arrived.
Always pair it with a segment
A follow-up only makes sense for the right people. Use a segment so just the relevant respondents — detractors, interested customers, a specific store — get the extra questions, and everyone else finishes as normal. A respondent qualifies if they match any segment you attach.
When several campaigns could fire
If more than one campaign could appear after the same survey, the higher-priority one wins — and a lower priority number means higher priority (priority 1 beats priority 2). See the campaigns overview for how priority and scheduling combine.