Building Surveys·3 min read
Branching Logic & Actions
Route customers by their answers — and trigger emails and tags — with worked examples.
How logic works
Branching logic makes the survey react to each answer. A rule = a condition about the answer + an action that fires when it matches. Rules are built visually in the survey's workflow editor, per page. Without rules, the survey simply runs page by page.
Available conditions
Compare the customer's answer with: is submitted, equals, not equals, contains, not contains, is greater than, is less than, is blank, is present, includes any, not includes any. Numeric operators (greater/less than) are what you'll use with NPS, Star Rating, and Slider questions.
Available actions
| Action | What it does |
|---|---|
| Continue to next question | The default flow. |
| Go to specific question | Skip ahead or branch to a different page. |
| End survey | Finish early — skip questions that no longer apply. |
| Send email | Trigger an email to the customer. |
| Add customer tag | Tags the customer in Shopify — visible on the customer record, usable in segments, discounts, and Flow. |
| Add order tag | Tags the related order in Shopify. |
Worked examples
- NPS follow-up: if the NPS score is less than 7 → Go to the "What went wrong?" page; otherwise → End survey with the thank-you screen. Detractors get a voice; promoters get a short survey.
- Win-back tagging: on "Would a discount bring you back?", if answer equals Yes → Add customer tag
discount-interested. Then a Shopify Flow automation (or your email tool) sends the offer to that segment. - Support escalation: if "Should our team reach out?" equals Yes → Send email to the customer confirming, and Add order tag
needs-follow-upso support sees it on the order. - Channel-specific deep-dive: if "How did you find us?" includes any of your paid channels → branch into ad-experience questions; organic visitors skip them.
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