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PRODUCT FEEDBACK: Customizable CSAT Survey
Posted Jan 22, 2025
Hi Team,
We use multiple brands in our instance and would like to be able to customize the customer satisfaction survey in email and messaging tickets according to each brand. However, we noticed that we can only customize the satisfaction survey for the whole instance, and not per brand. Right now, we can only link one automation for the satisfaction survey, and we cannot use different text or scale design for different brands.
Once we are able to customize the survey according to brand, we will have more granular control over the way in which the survey is presented to customers. We will be able to add a more personal touch and enhance our customer’s overall experience.
We are not currently affected by the limitations as we are exploring the functionality. We are looking for an opportunity to implement it, but the limitations do not suit our business needs.
We would like to see an option to customize the customer satisfaction survey based on the individual brands we use in our instance, as this would be beneficial for us.
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6 comments
Sydney Neubauer
+1 this is also a need. We have a Team that cannot use the thumbs up or thumbs down csat (CSAT, email, etc) and so if we go to scale, we have to get the other Brands to agree. If we could customize per group/brand etc then we can change a CSAT for a single team who needs the change rather than coordinate across many who may or may not want to change.
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Shawna James
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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Clik Rogan
+1 I've been working with multiple Zendesk customers who support multiple brands and we'd like to see the ability to update the main colour of the survey (which is blue at this stage). It would be good to be able to set the following highlighted elements to the Brand's colour at the very least. Otherwise the ability to fully customise the look and feel of the survey entirely.
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Aleksandar Georgiev
+1 This is a great idea in a multi-brand instance.
I have also noticed that you are unable to edit the “Rating” values in the scale range, when trying to edit the survey.
For example when setting the scale range to 5, there is no option to make the 3rd scale “neutral” or “positive". Having 3/5 ratings in the 5 scale range and 2/3 in the 3 scale range with “negative" ratings could skew the results from the intention of the customer.
It would be a good to have the option to adjust these scales manually and individually per brand.
1
Tetiana Gron
The feature requests for different CSAT configurations and styling per brand have been accepted and are on our roadmap.
Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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Nayden Penev
I am glad to see that the request for different CSAT configurations and styling per brand is on your roadmap!
In addition to that, we would like to be able to add and connect multiple automations for different scenarios. We’d also like to be able to add and customize additional fields that we choose, and to send specific CSAT surveys based on correspondence topics. Also, we would like to have the ability to ask more than one questions in the feedback.
As soon as these options are available to us, we will be able to personalize the satisfaction surveys that we send, so that we can have a more detailed grasp of our customers’ feedback. That way we can better understand our customers’ needs and find out in what specific areas we can make improvements.
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