Correcting a mistaken customer rating

Customers occasionally select a rating they didn’t mean — perhaps the wrong end of the scale, or a stray click. When that happens, an admin can correct the rating directly in CustomerSure, in seconds, with a full audit trail.

This page explains who can correct ratings, when you should (and shouldn’t) use the feature, how to make a correction, and how the change is recorded.

Who can correct ratings

Rating corrections are an admin-only action. Only staff with the Admin role on your account will see the option in the feedback view. If you don’t see it, your account doesn’t have admin permissions — speak to one of your account admins, or read Add new team members for how roles are set up.

When to use it

Use this feature only when a customer has made it clear their rating was a mistake — for example, they’ve replied to confirm the score they meant, or they’ve let you know in a phone call. If the customer told you outside the app, you can record a note so the rest of your team has the same context.

It is not intended for:

• Adjusting scores that you simply disagree with
• Improving averages or moving a metric in the right direction
• “Tidying up” feedback that looks inconsistent

Every correction is permanently recorded on the feedback timeline alongside who made it, so the history is always visible to your team.

What you can correct

You can correct rating answers (the scores from rating questions on the survey) of any scale type:

• Numeric scales (e.g. 0–10 NPS, 1–5)
• Text scales (e.g. Very easy → Very difficult)
• Smiley scales
• Star ratings

The correction respects the original question’s scale, so you can only choose values that the customer could have selected in the first place.

You can’t correct:

• Text comments
• Signatures
• Option-question answers

If a comment or open-text answer needs adjusting, get in touch and we’ll advise on the best approach.

Making a correction

1. Open the feedback you want to correct.
2. From the More options dropdown, choose Correct a mistaken rating.
3. CustomerSure switches to the Survey tab if you’re not on it already, and a small pencil icon appears next to each rating answer.
4. Click the pencil next to the rating you want to change.
5. In the dialog that appears, choose the new rating from the dropdown. The list is limited to the values that were available on the original survey.
6. Optionally, add a short reason for the correction (for example, “Customer confirmed by email they meant 9, not 0”).
7. Click Save correction.

The rating updates in place, a new entry is added to the Timeline tab, and you exit correction mode automatically. If you need to correct another rating on the same feedback, just open the dropdown and choose Correct a mistaken rating again.

If you change your mind before clicking a pencil, you can choose Cancel rating correction from the same dropdown to leave correction mode without changing anything.

What gets recorded

Every correction creates a new entry on the feedback Timeline, showing:

• Who made the correction
• When it happened
• The question that was corrected
• The before and after values
• The reason, if one was given

For example:

Tom corrected the rating for “How likely is it that you would recommend our company to a friend or colleague?” from 10 to 8.

These entries are permanent and visible to everyone on your team. They cannot be edited or deleted, which is why we recommend using the optional reason field whenever you have time — it makes the audit trail much easier to understand later.

How corrections affect reporting

If you’re new to how scores and filters work in CustomerSure, Reporting basics is a good place to start.

Once saved, a corrected rating is treated exactly as if the customer had originally submitted the new value. That means:

• Trend charts and metric cards update immediately
• NPS, CSAT, CES and other scores reflect the corrected value
• Filters and segments include the corrected feedback under its new score

There is no separate “corrected” overlay — the audit trail lives on the timeline, and the reporting reflects current reality.

Multiple corrections on the same answer

If a rating needs correcting more than once (e.g. you fix it, then the customer clarifies further), you can keep correcting it. Every change is recorded as its own timeline entry, so the full history is preserved.

In summary

• Rating corrections are admin-only and intended for genuine customer mistakes
• You can correct any rating answer; comments and signatures are not editable
• Every change is permanently recorded on the feedback timeline with who, when, and why
• Corrected values feed into reporting immediately, so metrics stay accurate

If you’d like a hand agreeing internal conventions for when (and when not) to use rating corrections, get in touch.