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Customer satisfaction scale

  • January 10, 2025
  • 1 reply
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J

Do you think it would be possible to Extend the scale for the customer satisfaction (from 1 to 10).

1 to 10 is now a standard and most of the SAAS companies are using it.

Best answer by Emilygav

Hey there ​@Jérémy Le Vacon, Emily here from Support Engineering at Intercom 👋🏼

 

It's possible to offer a 1–10 customer satisfaction scale in Intercom, though it isn’t the default CSAT format. The built‑in CSAT that triggers at conversation close uses 5 options (emoji-based) by default.

 

Two ways to use a 1–10 scale

  • Build a custom CSAT via Workflows (recommended for “at close” CSAT)

    • Use the “Teammate changes conversation state → Closed” trigger and replace the standard CSAT action with reply buttons labeled 1–10 to create your own scale.

    • For reporting, attach a custom conversation data attribute to each button value and use Custom Reports; note that the built‑in Customer Satisfaction report doesn’t include custom ratings.

  • Use Intercom Surveys (best for broader research or scheduled/in-app studies)

    • Choose a Numeric Scale question and set the start/end to 1–10, or use the NPS question (0–10).

    • Advanced survey reports will chart numeric scales up to 10 and provide NPS breakdowns.

Note: Surveys are part of Proactive Support Plus on current plans.

 

Recommendation

  • If you specifically need CSAT at the moment of conversation close (and want it visible in the thread), go with the custom Workflow approach and report via a custom attribute.
  • If you want a standardized 1–10 research metric across channels (and potentially NPS), use Surveys.

 

Hopefully this helps Jérémy! ☺️

    Trevor
    Nur Nahid

    1 reply

    Emilygav
    Intercom Team
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    • EmilygavIntercom Team
    • Intercom Team
    • Answer
    • November 7, 2025

    Hey there ​@Jérémy Le Vacon, Emily here from Support Engineering at Intercom 👋🏼

     

    It's possible to offer a 1–10 customer satisfaction scale in Intercom, though it isn’t the default CSAT format. The built‑in CSAT that triggers at conversation close uses 5 options (emoji-based) by default.

     

    Two ways to use a 1–10 scale

    • Build a custom CSAT via Workflows (recommended for “at close” CSAT)

      • Use the “Teammate changes conversation state → Closed” trigger and replace the standard CSAT action with reply buttons labeled 1–10 to create your own scale.

      • For reporting, attach a custom conversation data attribute to each button value and use Custom Reports; note that the built‑in Customer Satisfaction report doesn’t include custom ratings.

    • Use Intercom Surveys (best for broader research or scheduled/in-app studies)

      • Choose a Numeric Scale question and set the start/end to 1–10, or use the NPS question (0–10).

      • Advanced survey reports will chart numeric scales up to 10 and provide NPS breakdowns.

    Note: Surveys are part of Proactive Support Plus on current plans.

     

    Recommendation

    • If you specifically need CSAT at the moment of conversation close (and want it visible in the thread), go with the custom Workflow approach and report via a custom attribute.
    • If you want a standardized 1–10 research metric across channels (and potentially NPS), use Surveys.

     

    Hopefully this helps Jérémy! ☺️

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