• Official comment

  Scott Allison

  • May 25, 2022 18:58

  Zendesk Product Manager

  Hey Everyone, I'm one of the Product Managers here at Zendesk. Thank you all for sharing your feedback on our CSAT functionality. So far we don't have anything planned to address this in the roadmap over the next 9 months, so I've updated this to "Not Planned". However, we do regularly revisit and reassess based on your input, updating our roadmap plans once a quarter. If this becomes something that bubbles up to become a priority then we'll be sure to update this thread. In the meantime I'd recommend looking at our Marketplace where there are a number of options available for more powerful surveys.

• Andrew J

  • September 02, 2021 18:48

  Community Moderator

  Best option to get beyond the basic CSAT is to use an external survey provider.
  CSAT is basic on purpose. Every question reduces response rate and accuracy.
  The primary purpose is to get a positive or negative response. The follow up question is optional.
  You could look it disabling the follow up question, but responding to ratings with an auto email that links to a survey.

• Bill Habegger

  • October 15, 2021 12:11

  @... I appreciate the desire to keep the CSAT basic.  I think that is the essence of CSAT.  I also like keeping the survey within ZenDesk instead of moving it to an external source.  Keeping it in ZenDesk allows my agents to directly see responses on tickets. I am asking for the ability to only change the response options.

  We have customized the email to use "I'm Delighted" and "Room for Improvement".  Those seem more appropriate for our user base.  However, when they click survey button and when our agents are seeing the survey response, these show "Good, I'm Satisfied" and "Bad, I'm not Satisfied".  It would be nice if those could match our terms.

• Marie Hanna

  • February 02, 2022 04:12

  I absolutely agree, I was personally surprised that there wasn't a range of options to choose from out of the box to customise the CSAT. Considering customer service is such a highly valued topic it seems like it's overlooked? 

• Lenka Brozmanova

  • June 08, 2022 07:03

  Hello everyone. This is Lenka from Nicereply. As was mentioned before, there are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow you to use and combine different CSAT scales and edit the survey question, or even add multiple questions. Since Zendesk is not planning to develop this in the coming months feel free to reach out if you have questions regarding other options available on the marketplace. 

• Jake Smith

  • September 15, 2022 20:44

  Hello,

  If we can't change the copy can you change it for us? The way it is currently worded makes it sound like the person can ask another question. When they do ask another question nothing is happening because they are at the end of the flow.

  Thanks,

  Jake

• Benjamin

  • October 20, 2022 08:34

  Hello,

  Any update on this ?
  We really need this customizable CSAT feature enable.

  Thank you.

   

  By the way Miss Lenka Brozmanova, is this Nicereply can be put on in-app Zendesk Chat (Classic) with React Native ?

• Predz (StarRez Inc.)

  • May 23, 2023 22:53

  Hello,

  I thought I read somewhere that Zendesk was looking at moving CSAT to a Likert scale. Is that a thing you all are looking at?

  Thanks!

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