PRODUCT FEEDBACK: Customizable CSAT Survey

+1 this is also a need. We have a Team that cannot use the thumbs up or thumbs down csat (CSAT, email, etc) and so if we go to scale, we have to get the other Brands to agree. If we could customize per group/brand etc then we can change a CSAT for a single team who needs the change rather than coordinate across many who may or may not want to change.

+1 I've been working with multiple Zendesk customers who support multiple brands and we'd like to see the ability to update the main colour of the survey (which is blue at this stage). It would be good to be able to set the following highlighted elements to the Brand's colour at the very least. Otherwise the ability to fully customise the look and feel of the survey entirely. 

+1 This is a great idea in a multi-brand instance. 

I have also noticed that you are unable to edit the “Rating”  values in the scale range, when trying to edit the survey. 

For example when setting the scale range to 5, there is no option to make the 3rd scale “neutral” or “positive". Having 3/5 ratings in the 5 scale range and 2/3 in the 3 scale range with “negative" ratings could skew the results from the intention of the customer. 

It would be a good to have the option to adjust these scales manually and individually per brand. 

I am glad to see that the request for different CSAT configurations and styling per brand is on your roadmap! 

In addition to that, we would like to be able to add and connect multiple automations for different scenarios. We’d also like to be able to add and customize additional fields that we choose, and to send specific CSAT surveys based on correspondence topics. Also, we would like to have the ability to ask more than one questions in the feedback.

As soon as these options are available to us, we will be able to personalize the satisfaction surveys that we send, so that we can have a more detailed grasp of our customers’ feedback. That way we can better understand our customers’ needs and find out in what specific areas we can make improvements.

That is great to hear!  Any potential timeline on that release per brand perhaps?
 

While I was excited for this role out, ZD fell short with follow up on the reporting aspect. There is not way to pull the data unless you have someone who can write an API. This should have been thought about before roll out. Now there is a product with only partial functionality. Whats the point of creating and gathering the data if you can't access it. A perfect example.. Now when a customer leaves feedback (written form) it is not readily visible. You have to go to the ticket, click on the ticket history to see any comments. You have no idea what level the feedback was. (Rating 1-5) You can assume if it was negative, it was a score of 1,2 or 3. 

I would love to be able to run a report, gather the different scores. I also believe a score of 3 should not be counted as a positive or a negative, but neutral. A point in where you can focus to increase customer satisfaction.  

So glad to see this is on the roadmap. We also have different brands and our teams work completely different types of tickets; only having one company survey means the ‘why did you give this score’ reasons have to be generic enough to fit all teams. We would love to be able to set different reason options specific to the different ticket types - it would give us much more valuable insights!