We have a scenario where we had negative feedback from a customer. We reached out to resolve the issue to the customers satisfaction, and they are now interested in changing the result.
I think this would be a useful feature to add. Why should a situation that was resolved to satisfaction still have an overall negative impact on the organizations score?
This would be a useful feature.
+9
+1Different reason for needing to allow customers to update their satisfaction survey. But the resolution required by Freshdesk is the same!
+4
If you have are using SurveySparrow there is an option “edit and resubmit Survey responses”
Ref: https://help.surveysparrow.com/edit-and-resubmit-survey-responses
This allows users to resubmit their survey response.
For more details about the integration visit : https://www.freshworks.com/apps/freshdesk/surveysparrow
Pricing details:
https://surveysparrow.com/pricing/#nps
+8I would like to bump this feature request since I was about to put one in just now for it. I posted in the community section to see how the community deals with it but I will also share part of that post here in case it helps with this situation at all.
I wanted to check in here because my team and I have been dealing with this issue for a long time. Whenever we receive a negative survey, I always follow up with the customer to see if there was anything more we could have done. In almost every case, the negative survey was submitted by mistake, but there’s no way to reverse or cancel it without deleting the ticket—which we don’t want to do, as we’d lose valuable ticket history and summary information.
One workaround I found is to reopen the ticket after confirming the survey was a mistake, send the customer an email letting them know I’m "resetting" it, and then mark it as resolved again. This triggers a new survey. However, instead of replacing the original response, it just adds another survey to the results.
This creates issues with our metrics and analytics. Right now, the only way to address it in company meetings is by showing screenshots of the customer’s response confirming the mistake.
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