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Neutral rating required

  • December 1, 2023
  • 2 replies
  • 0 views
Amie11

I know this new CSAT feature needs to start somewhere however over time, I'd like to see the ability for the middle/#3 rating to be classified as neutral instead of negative and the ability to report on it. 

I know right now this isn't available due to the way CSAT is reported on in explore. However introducing a neutral option to report on would also bring this feature on par with other third party products in the marketplace which ZD users currently utilise instead of the built in CSAT, such as NiceReply. 

      2 replies

      T
      • Tina12
      • May 15, 2024

      Agree with Amie Brennan's comment. In fact, we initially planned to move from two-option response choices (thumbs up/down) to a scaled response. We also decided not to do so, because there is no true (non-negative) neutral rating choice.

      Li66
      • Li66
      • September 29, 2024

      For those looking for this solution now, take a look at the Sondar CSAT survey add-on in the Zendesk marketplace.

      We support a neutral sentiment and the surveys embed seamlessly in Zendesk emails and workflow.

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