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CSAT Customization

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Noriko Gipp

Data ultimo post: 17 mar 2024



  1. Currently CSAT supports only 2 binary scale " Good " or " BAD" as default even though we set it on a 5 -point scale on Zendesk. so, we would like to request a feature to use a 5 point scale without using the survey monkey tool .

  2. There is no "neutral" option on CSAT rating.  The satisfaction ratings are designed to be positive or negative. Rating “3 “ should be “Neutral”. We would like to request make option “ Neutral” when the rating is “3”.

 

 

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      Shawna James

      Thanks for your question Matt. The Product team does not have an estimate at this time for when we can expect this to be delivered. Should that change we will inform you as soon as we are able. Thank you again!

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      Matt Russell

      Hi Zendesk Team.  I see this is tagged as “Planned” 
      Any indication on a quarter of half of year when this might be delivered?

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      Debashree Tripathy

      Hi, any updates on this? We need to be able to make the rating 3 as neutral instead of Bad.

      1

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      Shawna James

      Hey Johannes, thank you for your question. There is not a specific update to share with customers at this time. Should we have more to commuicate we will do so. Thank you very much for your follow up and for being a valuable Zendesk customer!

      -1

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      Johannes Garske

      Any news on this?


       

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      Johannes Garske

      Any news on this?

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      Aaron

      I've seen quite a few examples of this same question.  Why let customers give a rating out of 3 or 5, but only show us binary results?  What was the point of asking our customers a question if we can't see the answer?  

      2

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      Johannes Garske

      Since we have now the public rollout - When will the improvements be released?

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      Tetiana Gron

      Thank you for your feedback. Both improvements are on our roadmap.  

      -1

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      Johannes Garske

      +1 

      I also don't understand why this functionality isn't available. It's longer than 6 month an eap, so we hope to work better with it. The basic good/ bad is very outdated.

      1

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