We ask the same customers for feedback after each service visit. A customer may respond several times, and we need to compare their answers without replacing earlier responses. Would a separate customer Base and a response Base be a suitable structure? Where should the service visit and survey questions fit so that each response keeps its context?
A separate Customers Base and Responses Base is the right start. Add a Service Visits Base so each response links to the specific visit, not just the customer. A customer can then have many visits and many responses; an older response is never overwritten when the next visit happens. On each response, keep submitted time, survey version, channel, consent or source where relevant, and a link to its visit and customer. The visit holds its own date, service type, location, and team member.
For a small, stable questionnaire, put each answer in a named Response field and keep the survey version so comparisons stay meaningful. If questions change often, add Questions and Answers Bases: one Answer links a Response to a Question and stores its value. Do not compare scores from two survey versions as if the question wording and scale were identical. A view can show a customer's responses in date order, while an agent can summarize trends and cite the individual response records for review.
Try two visits for the same customer with a few sample answers before importing everything. Ask your agent to show that both responses remain visible and linked to the correct visit. Are the questions mostly fixed, or do different services use different questionnaires?
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