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Collating CSAT Free Text Responses in Analytics

  • 21 November 2023
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Am I missing any simple way to produce a report within analytics that shows where a customer has provided text feedback as part of their survey?

We are using the simple built in report

Question 1. A scale of 0-4 satisfaction

Question 2. Do you have any other comments?

If someone enters text into Question 2, I’d like to be able to collate the feedback on a report to be reviewed (ideally with the associated ticket number, and the score they gave to Question 1 (or, the derived sentiment would also be OK).

Has anyone achieved this?

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Best answer by eeha0120 21 November 2023, 20:35

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eeha0120
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Hi.

Yes and no.

You may create a report, and setup your Underlying data to have the fields you need; for instance:

 

Short Text Response would contain the text entered.

You may add all the fields you need.

And even create schedules to receive this CSV automatically delivered via Email to specific recipients.

 

Hope this helps.

 

Regards,

Elvis Henriquez

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