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Sara11
December 19, 2024
Question

New satisfaction survey report: how to pull the scale rating

  • December 19, 2024
  • 7 replies
  • 117 views

Hi there!

We are trying the new csat survey with a 1-5 scale, but I only see Good and Bad in reporting, even if it's a scale. 

Is there a way to see the number picked in the scale or will we only see good and bad anyway in explore? I'd like to see how many 3s for example. 

Thanks!

      7 replies

      J
      Jacob12
      January 7, 2025

      I agree, we need a way to report on and see what end-users are selecting when using the CSAT survey.

        Garrett12
        Garrett12
        Newcomer
        January 10, 2025

        Agreed, you lose the nuance of the sliding scale if you can't actually see the numerical value selected.

          R
          Raniery
          February 28, 2025

          It would be great to have that. as of now ZD only report Bad for 1-3 and then Good for 4-5. Coincidently enough, I noticed that customers stopped leaving comments after we enabled this new CSAT survey

          Ioana11
          Ioana11
          May 27, 2025

          indeed a 1-5 scale survey should be reflected in the reports too. it doesn't make much sense to have only half of the development done. i hope this will be implemented soon

          D
          DainneEmployee
          Employee
          May 29, 2025
          Hi all! 
           
          Like what Elaine mentioned here, it is in our roadmap to get this added in Explore. However we don't have an ETA yet on the matter. 
          N
          Nicholas13
          Newcomer
          October 2, 2025

          Adding support for this. Looking at the post from elaine it's 8 months later and somehow there still is no way to see which specific score out of 5 was chosen. Surely there is no point to having a granular scale if there are only 2 options visible in explore.

          Mart Objartel
          Mart ObjartelProduct Manager
          Product Manager
          January 22, 2026
          We're aware of the reporting limitations around scale, and improving this is one of our high-priority focus areas for Zendesk CSAT in 2026. While we can't share specific timelines at this point, please know this is actively on our roadmap.
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