AO Participant>Survey Score Functionality for CSAT

Related products: None

Here’s the context.

  • Create a Program that sends a CSAT survey on support case closure
  • In the case of a low score, an email is sent to the case owner that INCLUDES their response/score via a token in the email.

Using AO Participant>Survey Score will report back the score in the case of an NPS survey question, but I don't see that functionality it for CSAT, either with that or another field. 

 

The bold section is the request here, as it would be very useful to display the score via a token in an email later on in the program, especially if this is already possible with an NPS style question.

 

I’m aware that you can eventually report on this via the flattened survey but that’s not the ask here.

Hi, thank you for your feedback. We are looking into this and will keep you posted as we introduce this capability for CSAT.


@richa_bala Awesome, would love to see it!


I would also like to see this on generic surveys where we apply scores to different answers (i.e. radio buttons values ranging 0-10), as these are equally valid scores to be able to report on for generic surveys. 


Putting this on your radar @Sudipta Chowdhury