Can I change my primary CX metric question?

It depends. Which description best fits your situation?

A. I am Customizing a new project — and I've changed my mind on the Metric question

You can change your primary Metric question — as long as you are still in the process of Customizing your survey. 

• For example, you can change an 11-point NPS Metric to a 5-point CSAT Metric question as in steps 1-3 below.  

To change your primary Metric question:

1

Select the "Primary questions" tab

2

Click "Choose a different survey type" → seen atop your customization preview 

3

As you return to the Platforms page, select a different Metric question and start Branding again. (Now, that wasn't so bad, was it?)

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B. My survey is collecting feedback! Can I change my metric question now?

Sadly, no.

Changing the format from one survey methodology to another will invalidate the data that has already been collected, so it's not possible. For example, an NPS survey with a 0-10 scale can't merge into a CSAT project with a 1-5 scale. (It's the classic 'square peg - round hole' dilemma.)

• Your best option is to start a new project, or more drastically, delete your old project and replace it with your new primary Metric question! 

To change your CX Metric question and start your CX survey over: 

1

Open your Platform Customization page

2

Click "Change your CX Metric"

3

Click "Create new" and start your project over again by picking a different CX Metric question. (See Creating and Managing CX Projects)

Want to delete a project first? 

To delete or remove a project first before you start a new survey and pick a new Metric question: 

1

Open your Platform Customization page and click "Change your CX Metric" → as seen in the GIF above

2

Check the box next to "Delete this project"

3

Choose “Create new” → as marked below

4

Verify your decision by clicking “Delete this project”

5

Now you can create a project with a new question type! (See Creating and Managing CX Projects)

Remember, if you choose to delete a project, all your data will disappear with it! (Follow this link to see how to delete projects.)

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