More Visual Ratings for CSAT

I would really like to see this implemented as smiley faces/emojis would be easy to understand and also wouldn’t need any translations!

This has first been raised 4 years ago by @david.barrett here:

What he’s mentioning there is also the issue we have with the survey:

Currently and I do not know how, our customers have a hard time figuring out which option in the Survey is a positive review and which one is negative.

We end up with a negative score when they actually meant to give a positive review and this is confirmed by following up on the feedback, sometimes they submits multiple feedback because they get it wrong.

While I'm uncertain about the efficacy of using smiley faces, I've encountered a persistent challenge over the past two years with CSAT.

Despite the obvious color coding our brains are trainined to react and altering the rating order, customers consistently misjudge the initial question. Notably, approximately 95% of the subsequent negative and neutral scores are mistakenly selected.

In the CX Newsletter: Updates for November 2023, it was announced that Advanced CSAT was coming to Freshdesk.

When asking support about this on January, they mentioned this had been postponed to Q1 2024. No news since.

For the past two years, we’ve consistently dealt with CSAT discrepancy which comes from our customers not fully understanding the color/text grading. Advanced CSAT options will definitely help tackle this issue.

@alyssia.correa Any update on when exactly emojis will be supported in CSAT surveys? You first announced that this would come in a newsletter from November 2023 - see above.

The status of this Idea should therefore also be changed from “New idea” to “In progress”.

Thanks!

Hej, within Freshdesk’s Product updates section I just read that you can on-demand request their upgraded CSAT module! Totally missed this post from a month ago:

Thanks for bringing this to my attention Julia - I will check in with the Product team and update it shortly.

​@alyssia.correa Can you give us an update on this shortly?

I too regularly see customers give us a negative rating, but put a glowing comment.

Improvements in the UI for this would be greatly appreciated.

There’s a new advanced CSAT module with smileys - you can request it by writing Freshdesk’s support:

https://support.freshdesk.com/support/solutions/articles/50000009790-the-upgraded-csat-module-how-to-set-up-send-out-and-collect-responses

​@alyssia.correa You can update the status of this idea.