Since introducing the Customizable CSAT EAP and expanding to a 5 point scale, we have seen a dip in our overall CSAT score. We believe this is due to a tendency of folks who don't feel strongly one way or another about their experience to select a rating of 3, which is a negative CSAT in this model. We would like to be able to consider using a 1-4 scale to get better data on true positive vs negative experiences, but that is not currently an option- is this being considered at all?
Additionally, as others have mentioned here, we would really like to be able to see how many customers chose a 3 versus a 2 or a 1 to help us dig into this issue more deeply.
On the positive side, it was easy to set up and seems to be fairly clear for customers, and we appreciate having some additional feedback by way of reason selection for negative CSAT.
