Customize CSAT survey
Hello. I need to know how to customize our CSAT survey. We have found that a non-binary CSAT survey (Good - Bad) would be more helpful for us to measure our customer satisfaction accurately. Can we add more options to the CSAT survey? or get a 5-point scale (Like the image below)? Thank you.
At the moment, it is not currently a native feature to add additional rating option or get a 5-point scale to the CSAT survey. Though you are free to explore the marketplace on which 3rd party will work best for you.
We don't usually recommend as there are lots of CSAT survey apps that can achieve this, But one of which is this the NICEREPLY app that offer up to a 10 point scale. I hope this helps! Thank you!
SimpleSat.io is a great alternative and reasonably priced - I have used it in a previous organisation and it's a great alternative to the builtin Zendesk survey functionality.
Gabriel Manlapig - are you aware if Zendesk plans on updating the builtin survey functionality, as it is a lacking area compared to some competitors on the market?
Thanks for the feedback. We don’t see this feature being included in our roadmap as of the moment. I really understand that our Satisfaction survey is too basic and not offering a lot of customization. Your feedback helps us grow – thanks so much for sharing it with us.
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