Guided Story With NPS/CSAT | Intuify Survey Builder Docs

Guided Story With NPS/CSAT (plugin type nps_csat) wraps a scored question — Net Promoter Score or Customer Satisfaction — with a spoken follow-up narrative explaining the score. It's wizard-driven.

What respondents see#

Respondents first answer a scale question (NPS 0–10 or CSAT, default 1–5), optionally shown with a brand logo. After scoring, they're prompted to explain their score by voice — the same recording, live-transcript, and re-record experience as Guided Story.

When to use it#

Anywhere you'd run a standard NPS or satisfaction question but want the "why" captured as rich voice narrative instead of a short open-text box.
Brand tracking or post-purchase studies where the score alone doesn't explain the driver behind it.
Customer experience research combining a quantifiable metric with qualitative color.

Configuring it in the builder#

Drag Guided Story With NPS/CSAT from the StorySync AI Qual group onto your canvas — the wizard opens with Questions, Display Settings, and Text for Alerts. The Questions step has a dedicated Scoring Question section before the usual open-end instructions:

Select Type — NPS (0–10) or CSAT (1–5 by default).
Allow Scale Changes — whether respondents can revise their scale selection after their initial pick.
Scale Range (Start from / End at) — customize the NPS numeric range.
Select Scale — customize the CSAT point count.
Up to 3 Initial Question variants with per-question anchored text (e.g. "Not At All Likely, Extremely Likely") and pipe-separated stimulus images.
Brand Logo — optional image shown at the top of the scoring question.

The Open End Instructions / Open End Question sections below configure the voice follow-up exactly like a standard Guided Story (greeting text, initial instructions, sub-questions, guardrails).

Settings reference#

Setting	What it controls	Default
Select Type	NPS (0–10) or CSAT scale	NPS
Allow Scale Changes	Respondent can revise their scale pick	On
Scale Range	Start/end of the NPS numeric range	0–10
Select Scale	Point count for CSAT	5
Brand Logo	Optional image shown at the top of the scoring question	Seeded example logo
Is Loaded from Iframe	Marks the question as embedded in an iframe inside an external survey	Off
Voice Mandatory	Voice input required for the follow-up narrative	Off
Honor voice-permission globals	Follow survey-level voice/mic-permission setting	On (recommended)
Default to Voice	Voice recording is the default input method	On
Enable Transcription	Live transcript while the respondent talks	On
Enable Voice Attribute Detection	Detect speaker gender/age/language/accent/human-vs-AI	On
Enable Auto Probing	Let the AI generate its own follow-up questions on the narrative	Off
Use Whole Conversation	Feed the entire prior conversation into AI-generated probes	Off
Request Voice or Text Preference	Ask respondents whether they'd rather record or type (only when voice isn't mandatory)	Off
Question Font Size	Font size for question/instruction text	17px (range 10–40)
Maximum Recording Duration	Cap on the follow-up narrative	5 minutes (range 3–10)
Select Language	Speech-recognition language	English (+ 6 others)
Select Text Direction	LTR or RTL layout	Left to Right
Button Color	Primary action-button color	`#34ac8b`

Logic support#

The scoring question behaves like a standard NPS scale for condition purposes (numeric range operators). The follow-up narrative is open-ended (Answered/Not answered only). See Logic, Flow & Conditions.

Good to know#

The scoring question and the voice follow-up are one combined question in your survey structure — you can't currently split display logic between the score and the narrative independently.

Question Types — overview and when-to-use table
NPS — the standard NPS question this scoring step is modeled on
StorySync AI Qual — all 9 StorySync formats
Logic, Flow & Conditions — operators and condition builder