|EAP rollout begins
|Oct 02, 2023
|Oct 02, 2023
We are excited to announce the Customizable CSAT EAP. With this EAP we are kicking off a series of improvements to the Zendesk CSAT feature.
What is changing?
EAP participants can use the new Customer satisfaction page in Admin Center to configure the CSAT experience for ticketing channels (Web form, Email, API). You can use the new Admin center experience to:
- Edit the CSAT survey question to tailor it to your needs
- Select a rating scale range with either 1-2, 1-3, or 1-5 scale increments
- Edit the label text for each rating
- Select the rating type (numerical, emoji, or custom text)
As with the current experience, you can also configure optional open-ended or drop-down follow up questions for users who submit a negative rating. However with this EAP, you can also change the question text used for the open-ended question or remove the open-ended question if you don’t want it to be part of the survey.
Why is Zendesk making this change?
We understand that you feel the current CSAT functionalities do not fully accommodate the wide range of customer feedback you wish to gather. Thus, we decided to evolve the CSAT configuration so you can have better control over the survey you want to create.
What do I need to do?
You must have Support Pro or Suite Growth or higher plan to be eligible for the CSAT. You can sign up for the EAP via this form. We will start the EAP rollout in the middle of October.
You can provide feedback about the feature under the Customizable CSAT configuration community topic.