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gunjanm
Expert ⭐️
February 6, 2023
New Idea

Better Mapping of CSAT Widget on 360

Related products:CS Surveys & NPS Management
  • February 6, 2023
  • 0 replies
  • 42 views

In the below picture, you are seeing the CSAT widget in the survey module on a C360 which only has one response: a 2 out of 5. The widget makes this look a) like a %, b) like a 0, which is not even within the CSAT methodology. 

 

The widget should simply show a configurable avg or median, as opposed to translating to a %, as this is misleading and confusing, especially since it is a gauge. Even if 2 is a detractor, I would expect it to be higher on the gauge than a 1. This is the whole point of a numeric grade on anything that ties to colour: so we can answer questions like, “just how red is it? Is it better or worse than this other red?” and prioritize outreach accordingly.