Why do I get Poor Feedback Alerts from my Customer Satisfaction and Product Quality questions, and when a customer Passive?

Why do I get Poor Feedback Alerts from my Customer Satisfaction and Product Quality questions, and when a customer Passive?

Poor Feedback Alerts trigger based on Detractor responses (i.e. "Not Sure", "Unlikely", or Very Unlikely" or 0-6) to your Net Promoter Score question.  However, you can configure this alert to trigger on your other Customer Experience (CX) questions - Product Quality and Customer Satisfaction - too.  You can also set it to trigger based on Passive responses (i.e. only "Satisfied or 7-8).

If you've received a Poor Feedback Alert that wasn't a Detractor to your Net Promoter Score question, your Alert is configured with these additional options.  To check your Alert configuration, click your username, then Settings.  If you have more than one location, click the location in question, then click Alerts & Notifications.  Now, click the edit icon next to the Poor Feedback Alert.  You'll see 2 options selected as shown below.  Simply uncheck the option you do not want, and click Save Changes when done.