Customizable CSAT - Embed the rating section in to the email

Hi @izabella11,

The rating scale in the email will be available after the EAP. 

We've run a side by side test with the EAP and the old survey and found a noticeably lower response rate with the EAP surveys (2-3% instead of closer to 25% from the old survey).

Our theory is that the lack of the instant ability to rate via the email is why the response rate is so low. The low volume has made it difficult to review any other features of the new survey for feedback.

I 100% stand behind this and see this lack of functionality as actually a step backwards compared to the old style. By not allowing customers to select a rating directly from the email, you're going to dramatically lower the response rates This is functionality that absolutely should be standard as most tools, including the legacy Zendesk one, has it and for good reason.

Thank you for sharing your feedback. We're on it and plan to address.