If the Forced Ranking option is enabled on a Matrix / Rating Scale question and the respondent is trying to choose the same column choice for a different row, the previous answer choice will be deselected. This setting requires the respondents to evaluate each row item in relation to each other.

We suggest to include an instruction in your question text informing your respondent that they can’t choose the same rating to more than one row choice.

To change this setting, go to the Matrix / Rating Scale and edit the question to disable the Forced Ranking option.

If you are a respondent and you encounter this issue, please contact the survey maker and raise your concern.