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Simplified Survey Options

Related products:Freshdesk
  • May 7, 2019
  • 7 replies
  • 40 views
D
Contributor
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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.


Can we please get some options for Emoji style faces in the survey email, all I need is a Happy, Indifferent and Sad face and I think this would pretty much make surveys much easier to fill out. 



7 replies

T
Community Debut

......

R
Skilled Expert
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I second that - this week we had two negatives with the lines 'very quick and helpful as always'.

N
Apprentice

Agree - also, people with red-green colour-blindness often mistake the "bad" review and the "good" review options.


A
Contributor
  • atorres
  • Contributor
  • August 22, 2019

We received more accurate feedback after making some changes to our survey with the current limitations.


I set the rating order as Good to Bad on a 2 point scale. This eliminated the accidental negative feedback we were receiving as users are often less observant when they are satisfied/neutral with the outcome. I haven't noticed any accidental positive feedback since we made the change a year back.


image

S
Community Debut
  • skeeble
  • Community Debut
  • September 4, 2019

You already support emoji style feedback in Freshservice which is really nice

image



so surely its easy enough to port to Freshdesk?

    D
    Contributor
    Forum|alt.badge.img+5
    • david.barrett
    • Author
    • Contributor
    • September 4, 2019

    I always wonder this too, the code is there but it seems neither product takes the best common pieces from each other.

    A
    Community Debut

    Hi folks,


    Emojis in survey is something that we are already looking at bringing in. Although we do not support it as of today, you can always watch out our space for updates. 


    Cheers!

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