Completely agree this should be out-of-the-box. It’s vital. We also haven’t opened up Service to all of our permission sets, so not everyone can open the survey to see the data and summaries available there.
We’ve found a mediocre workaround using a custom field on reports.
1. Create the custom field on the report to help break down the sentiment into buckets for CSAT. Here’s a sample, “IF([FEEDBACK_SUBMISSION.hs_sentiment]=“Happy”,“Positive CSAT”,“Non-Positive CSAT”)”. This gives me the numberator for the CSAT calculation.
2. I then surface this as a donut chart (which I generally avoid) using the calculated field as the breakdown and the Submission Name (distinct count) for the value. The percentage on the Positive CSAT breakdown is your CSAT. It’s not ideal for a lot of reasons, but it gives us something at least. You can then default the date range filter to whatever aligns with your review cycle.
But please, HubSpot, give us a real, CSAT report.