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CSAT and NPS rating

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Meredith DuVal Thomas

Publication le 21 févr. 2025

We recently transitioned our CSAT rating system to a 1-5 scale to capture NPS and more detailed feedback, including additional response options for lower ratings (1-3). However, when running a CSAT report, we noticed that satisfaction is still only categorized as 'Good' or 'Bad.' Is there a way to view the actual 1-5 ratings in our reports?

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    Gabriel Manlapig

    Zendesk Customer Care

    Hi Meredith,
     
    Currently, Explore can only show Good and Bad ratings because the granular reporting is not yet available. But, our Product team is eyeing a 2025 release but there is no ETA yet. For now, the only way that you can pull this information via API and via the ticket events. 
     
    Here are some documentation that you can check to get started:

    Hope that answers your question. Thank you!

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