Tamara Keratishvili

When will accurate CSAT results on a 5-point scale be available?

Currently, interpreting responses as simply "Good" or "Bad" is inaccurate and makes it difficult to analyze or act on customer experience data effectively. Having a visible neutral option would already be an improvement, as it is currently categorized as negative, which is misleading. Do you have a timeline for when this feature will be implemented?

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.

I have created the report for 'requester waiting time', using these steps.

It shows all my tickets are above 10 days but this is not precise as some are created today and still have time to meet SLA (which is 3-5 days)