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CSAT modification

Related products:Freshdesk
  • November 26, 2021
  • 1 reply
  • 34 views
yusan
Apprentice
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It would be great to have the ability in modifying the survey ratings received. 

Some of the customers click the wrong rates by mistake and there is no way to modify it, causing a wrong measure in analytics.

 

Please consider this feature

1 reply

manns
Skilled Expert
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  • manns
  • Featured Influencer
  • November 26, 2021

@yusan It’s a great point that in some geographical regions 1 is the highest and 10 the lowest feedback score - and there’s nothing worse than receiving a 1 for excellent service and it being counted as the lowest possible score. It makes for two extra considerations too - where organizations that collect feedback across regions and need to compare and perhaps consolidate feedback using both mechanisms. Plus, if Freshworks wants to provide consolidate, anonymous CSAT levels it needs to be aware of and accommodate the difference too.

Cheers, Stephen || https://ITSM.tools
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