Smart logic & routing

Ask the right follow-up for every answer

Use conditional logic to show relevant questions, skip the ones that do not apply and route every response to the right next step — from manager alerts to review requests. Try the logic simulator.

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  • Conditional questions
  • Skip logic
  • Score-based routing
  • Review requests
Survey logic simulatorPick a score to see where the survey goes next
Try it
Q1How likely are you to recommend us to a friend?
Detractor · 0–6“What went wrong today?”Alert the branch manager
Passive · 7–8“What could we do better?”Tag for improvement themes
Promoter · 9–10“Would you share a review?”Show review link

Score 9 → promoter path: thank the customer and invite a public review.

  • Branching
  • Skip logic
  • Alert routing
  • Review requests
  • Auto-tagging
Logic features

Shorter, smarter surveys that adapt to every customer

Every customer sees only the questions that matter to them — and every answer leads to the right action.

Conditional questions

Show follow-up questions based on scores, choices or earlier answers.

Skip logic

Skip questions that do not apply so surveys stay short.

Score-based routing

Send low scores to managers and service teams automatically.

Promoter review requests

Invite happy customers to share a public review.

Automatic tagging

Tag responses by answer, score or segment for easier reporting.

Context-based paths

Show different questions by branch, channel, language or customer type.

How it works

Set up smart logic in four steps

Design once — every customer gets a personalised path.

01 · ASK

Start with one question

Usually a rating such as NPS, CSAT or CES.

02 · BRANCH

Add conditions

Choose what happens for each score or answer.

03 · ROUTE

Trigger actions

Alert teams, tag responses or show review links.

04 · LEARN

Analyse each path

See how each group responded and why.

Use cases in the UAE

Smart survey logic in action

How UAE and GCC businesses use conditional logic.

Restaurants

Unhappy diners are asked what went wrong; happy diners get a review link.

Review requestsManager alerts

Clinics

Different follow-ups for reception, doctor and pharmacy experiences.

Department pathsPatient follow-up

Retail

Ask about delivery only if the customer chose delivery.

Skip logicDelivery questions

SaaS

Ask admins and end users different questions in the same survey.

Role-based pathsFeature follow-ups

Banking

Route complaints to the right department based on the topic chosen.

Topic routingEscalation

Hotels

Ask about the spa or restaurant only if the guest used them.

Service pathsGuest recovery
Survey logic guide

What is conditional survey logic?

Conditional logic — also called skip logic or branching — changes which questions a customer sees based on their earlier answers. It keeps surveys short and relevant, which improves completion rates and answer quality.

A common example is an NPS follow-up: detractors (0–6) are asked what went wrong, passives (7–8) what could be better, and promoters (9–10) are thanked and invited to leave a review.

With Zapio Survey, logic can also route responses: alert a branch manager about a low score, tag a comment for a product team or show a different path in Arabic or English.

  • Shorter surveysCustomers only see relevant questions.
  • Better answersFollow-ups match each customer’s experience.
  • Faster actionResponses go straight to the right team.

Survey logic best practices

  1. 01

    Start with one rating question

    A single score is the simplest and most reliable branching point.

  2. 02

    Keep each path short

    Aim for one or two follow-up questions per branch.

  3. 03

    Route low scores to a person

    Every detractor or low CSAT should reach someone who can help.

  4. 04

    Ask promoters for reviews

    Happy customers are the best source of public reviews.

  5. 05

    Test every path

    Preview each branch before launching to check the flow.

  6. 06

    Report by path

    Compare answers within each branch to understand each group.

Conditional logic shows or hides questions based on a customer's earlier answers, so each person sees a relevant, shorter survey.

Skip logic jumps over questions that do not apply. Branching sends customers down different paths of questions. Both are types of conditional logic.

Yes. Responses below a score you choose can trigger alerts to the right team or manager.

Yes. You can show a thank-you message and a link to your review page to customers who give high scores.

Yes. Paths can depend on answers, scores, channel, branch, language and other survey context.

Yes. Conditional logic works the same way in Arabic and English surveys.

No — logic usually makes surveys shorter, because customers skip questions that do not apply.

Yes. Preview the survey and check each path before you go live.

✦ Smart logic

Build surveys that adapt to every customer

Use conditional logic and smart routing to keep surveys short and act on every answer.

  • Branded NPS, CSAT & CES surveys
  • Web, email, QR, app & in-product channels
  • Arabic & English ready, with UAE-based support

What happens next

  1. 1Tell us what you need
  2. 2Our team gets in touch
  3. 3Launch your first survey

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