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CSAT - Numeric Score



Posted Nov 15, 2024

We have enabled the new Satisfaction and are using a 5 pt scale.     It would be nice to know the average score, and not just simplify to Good/Bad.  

 

 


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4 comments

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Emily Reidy

Community Product Feedback Specialist

Hey Dave,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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This data improvement is essential for us. 

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This is crucial for us. I'm already considering switching back to the old 2-scale CSAT due to the lack of clarity in the results with the 5-scale format.

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Just being able to report on each of the 5 points in the scale would be an improvement, what is the point of introducing a 5 point scale if you're just going to lump responses into a binary good/bad? It also puts neutral as ‘bad’. Whilst I accept that it should not be classed as ‘good’ it's a equally important to understand end users who are not moved either way.

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