Ability to retrieve information on the number chosen by the customer in the survey scale in Zendesk Explore | Community
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Ability to retrieve information on the number chosen by the customer in the survey scale in Zendesk Explore

  • April 9, 2024
  • 1 reply
  • 0 views
Mai12

We use the 1-5 scale, where ratings of 1-3 are considered negative feedback and 4-5 are considered positive feedback. We must be able to report on the specific number chosen in the scale, as our reports lack nuance without this information. 

 

For instance, if a customer is neutral in their feedback and selects 3, the report will indicate that they are dissatisfied. Additionally, we are unable to differentiate between satisfied and highly satisfied customers without this data. 

 

Providing the specific rating chosen by customers is crucial, particularly when such a scale is integrated into Zendesk's satisfaction measurement framework. For ease of use and clarity, this information should be accessible in Zendesk Explore.

I appreciate the enhancements to the CSAT functionality in Zendesk, but I need to retrieve this information for it to bring new value.

      1 reply

      Shawna11
      • Shawna11
      • Community Manager
      • April 10, 2024

      Update:
      I moved this back Mai, after speaking with our EAP team this was in the right place. I apologize for our confusion and thank you again for providing your feedback!

       

      Hey Mai,
       
      Thank you for taking the time to provide us with your feedback. We moved this feedback over to our product feedback topic for Explore for better visibility with the right product group. 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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