By default, there are five CSAT rating options: Amazing, Great, Ok, Bad, and Terrible. However, many users interpret "Ok" as a neutral response — neither good nor bad. In Intercom, this rating is currently treated as negative, which may skew overall CSAT results.
It would be great to have an option to either exclude "Ok" from the CSAT calculation or remove it entirely from the survey, allowing customers to choose between four clearer options.
Submitted
Option to Exclude "Ok" from CSAT Calculation or Survey
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