I know the default survey uses emojis with hover-over text labels, but it seems like our customers might not be understanding the difference between each rating (see attached image). It’s starting to impact our metrics a bit.

I’d really like to keep using Intercom’s native CSAT tool for reporting and widgets, but I’m wondering:

• Is there any way to customize the default emoji options (e.g., swap them out or show the text labels instead)?

• Or do we know if there’s already a product request or feature idea out there for that?

Also related question, is it possible to tweak how CSAT is calculated in our instance? For example, could we have “OK” responses count as positive? A lot of our users are parents or older family members, and based on some past examples, “OK” seems to represent a satisfied response rather than a neutral or negative one.