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 1-6 below.  

To change your primary Metric question:

1

Select the "Primary questions" tab

2

Click "Change your CX Metric" → seen at the bottom of your customization preview 

3

A menacing box will appear alerting you of the consequences!  (Don't panic. It just says you'll be starting your surveys' customization over again.) 

Click "Delete this project → followed by the "Create new" button

4

An even more threatening page will appear! This time with a bright red button, asking, "Are you are serious!" Are you?  If so, click "Delete this project"

5

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, deleting your old project and replacing it with your new primary Metric question! 

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

To delete or remove a project and start over: 

1

Open the Projects dropdown menu

2

Choose the “Gear” icon → to the right of the project's name

3

Choose “Delete this project” → at the bottom of the Edit project window

4

Verify your decision by clicking “Delete this project”

5

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