Accepted

CSAT Customization

Noriko · 2024-03-17T13:39:21+00:00

Currently CSAT supports only 2 binary scale " Good " or " BAD" as default even though we set it on a 5 -point scale on Zendesk. so, we would like to request a feature to use a 5 point scale without using the survey monkey tool . There is no "neutral" option on CSAT rating. The satisfaction ratings are designed to be positive or negative. Rating “3 “ should be “Neutral”. We would like to request make option “ Neutral” when the rating is “3”.

Related products:Analytics

Forum|Forum|2 years ago
March 17, 2024
16 replies
79 views

Currently CSAT supports only 2 binary scale " Good " or " BAD" as default even though we set it on a 5 -point scale on Zendesk. so, we would like to request a feature to use a 5 point scale without using the survey monkey tool .
There is no "neutral" option on CSAT rating. The satisfaction ratings are designed to be positive or negative. Rating “3 “ should be “Neutral”. We would like to request make option “ Neutral” when the rating is “3”.

Shawna James

Community Manager

Hey Noriko,

Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

C

Chandra13

+1 to this as well! We've been using the Customizable CSAT Configuration EAP for the past month but really need to be able to report on the numeric scale we've set in Zendesk as well as allow a score of 3 to be considered “neutral” instead of “bad.” It's difficult to truly understand how customers are rating us on a scale from 1-5 without being able to easily query for this in Zendesk Explore.

J

Johannes12

+1

I also don't understand why this functionality isn't available. It's longer than 6 month an eap, so we hope to work better with it. The basic good/ bad is very outdated.

Tetiana Gron

Product Manager

Thank you for your feedback. Both improvements are on our roadmap.

J

Johannes12

Since we have now the public rollout - When will the improvements be released?

A

Aaron23

I've seen quite a few examples of this same question. Why let customers give a rating out of 3 or 5, but only show us binary results? What was the point of asking our customers a question if we can't see the answer?

Any news on this?

Any news on this?

Community Manager

Hey Johannes, thank you for your question. There is not a specific update to share with customers at this time. Should we have more to commuicate we will do so. Thank you very much for your follow up and for being a valuable Zendesk customer!

Debashree

Hi, any updates on this? We need to be able to make the rating 3 as neutral instead of Bad.

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