We've been reviewing the volume of CSAT ratings we get on our tickets to understand our response rate. We believe there's an opportunity to increase this as we've identified when the page opens for a customer, the 'what is the main reason you are unsatisfied' field is greyed out. The majority of our customers are on mobiles, not desktop and it's not immediately obvious that this can be selected to get the dropdown list of reasons.
It would be great if it could be customised more or even made more user friendly for customers.
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