I did 2 customer surveys in the last days and for both they only had a forward button (or even worse: auto forwarding on selecting a choice), but no back button.
Why would you remove that? That’s so stupid. Especially with touch screen the answer given might have been by accident. Why would you not give people the chance to give you correct answers??
It was standard to have back buttons last time I did such a survey.
It’s intentional and having worked in the market research tools sector for a couple years, I concluded it’s because they’re idiots.
The rationale is that a later question might prejudice your response to an earlier question, so to eliminate bias they prevent you from changing a previous response. Because apparently that’s so much more common in a self-serve survey than making a fucking mistake.
Later questions might give context for the earlier questions and going back would let people answer the first question accurately instead of skewing towards the answer they want.
100% so many times where I interpreted a question a certain way then a later question made me realize I didn’t properly understand some aspect of the earlier question.