Final answer:
The company needs to set up a response routing rule to display an additional question when a customer is not likely to recommend them. This allows for a more dynamic and responsive survey experience, ensuring that valuable feedback is captured efficiently. Option b is the correct answer.
Step-by-step explanation:
When designing a customer survey, it is crucial to ensure that follow-up questions are triggered based on specific responses. In this scenario, the company needs a mechanism to display an additional question when a customer indicates they are not likely to recommend the company. The correct approach to configure the survey environment is to use a response routing rule.
Response routing rules allow for a dynamic survey experience where subsequent questions are contingent on previous answers. This condition-based logic helps gather more detailed feedback without cluttering the survey for all respondents. For instance, when a customer selects that they are not likely to recommend the company, the response routing rule will trigger an additional question asking for reasons behind their lack of recommendation, which can provide valuable insights into areas for improvement.
To refine the survey, one should consider integrating the routing rule with clear, concise questions and ensuring the additional question is directly related to the initial negative response. Providing an open-ended question format can encourage customers to share their genuine thoughts, which is more beneficial for the company's assessment and actions to enhance customer satisfaction.