HubSpot’s current CSAT sentiment scale (e.g., 0 = Unhappy, 1 = Neutral, 2 = Happy) is limiting and counterintuitive. It would be much clearer and more consistent with industry standards to adopt a scale where:
- 0 = Unhappy
- 3 = Neutral
- 5 = Happy
This wider scale provides several benefits:
- Intuitive sentiment scoring: Higher numbers naturally reflect more positive sentiment, which is what most teams expect.
- Improved data compatibility: Easier integration with BI tools and industry benchmarks.
- Better visualizations: Cleaner, more readable charts and heatmaps for customer satisfaction reporting.