Add the Ability to Require Additional Information on a Low CSAT Rating
started a topic
over 1 year ago
Please include the ability for an FD Admin to chose to require the customer to provide some type of explanation if they select a certain rating? We sometimes get customers who submit a negative rating where there is no way for us to know why. Without any context, the rating isn't going to mean much.
We’d like to require users to provide a reason for the low rating and if they don't, then they cannot submit the rating.
This would actually be an excellent place to be able to capitalize on the new Canned Forms capability.
While we do appreciate your proactive steps to make things better for customers, currently, we would not mandate users to leave a comment. However, we provide an option to the users to leave comments if they wish to and this would certainly help you lend an ear to them but we would share your feedback with our team to weigh the possibilities.
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