Hello,
I am noticing 2 big problems with the surveys features.
Quick summary of the problems I am facing:
I am using the CSAT for NPS monitoring with scale 1-7, since freshdesk is not supporting yet 1-10 point scale yet, although it was promised to be available in middle of March.
Problem 1: Missing functionality to exclude specific rating, which is not applicable for the question given when closing a ticket.
The only possible way to exclude it is to delete the ticket, but that is totally not practical, since you are losing the ticket history with that contact ! We should have an option - exclude this rating from statistics and this rating should be not counting at all, but stays in separate field - "excluded" ratings for example.
Problem 2: I am using the CSAT for NPS statistics. The logic for calculating NPS score is clear: Positive feedback - negative feedback / all feedbacks received (Passive not included) . Sometimes clients are rating us with extremely dissatisfied rating instead extremely satisfied by mistake.
If we ask them to fix their rating is not valid for our case, because they hit extremely satisfied rating now, you have 1x extremely dissatisfied and 1x extremely satisfied, which is basically not counted with NPS calculation, since you are calculating positive minus negative, which in this case would be equal to 0. So if we really want the rating to be correct, we have to tell customer to rate us 2x extremely satisfied due to wrong logic from freshdesk, which is not good approach for the client.
Basically, if client rate us again, the first rating must be automatically removed.
Please take these 2 problems under considerations since I would be not first freshdesk customer, which is facing the same difficulties.
