Forums/Documentation/Reporting and performance

Using customer satisfaction rating

Anton de Young
posted this on May 05, 2011 13:54

Your end-users (customers) can provide feedback about their support experience and support team by rating their solved tickets. When you enable customer satisfaction rating, by default, end-users receive an email 24 hours after the ticket has been set to solved that asks one simple question with two possible answers, as shown here:

The survey is designed to maximize the response rate by being quick and simple while also gathering the essential data: a positive or negative rating.

Customer satisfaction rating is available for Plus, Regular, and Enterprise.

Logging in not required to rate tickets

End-users do not have to be logged in to the Web portal to rate their tickets. Clicking a response link in the email opens a temporary URL to the ticket and prompts the end-user to rate the ticket and add a comment if they'd like, as shown here:

In this example, the end-user clicked the 'Good, I'm satisfied' link so the Good button is shaded green to indicate that it is the selected rating. A comment can be added and the rating can be changed.

The temporary survey link only works once, so end-users can't click it again from the email to change their rating; however, they can change their rating while logged in to the Web portal. The rating prompt is shown on all solved tickets. So, your end-users can rate tickets without logging in or when they are logged in.

Ratings can be changed until the ticket is closed.

Additionally, the following rules apply to end-users when using satisfaction rating:
  • End-users cannot opt-out of receiving survey requests.
  • Satisfaction rating is per ticket, not per customer. End-users receive a survey request for each of their tickets that are solved.

When and how end-users are asked for a satisfaction rating via email is customizable. You don't have to send the request 24 hours after the ticket is solved, you can set a different time. Also, you can add the survey request in the email that is sent when a ticket is solved, rather than sending a separate email x number of hours later. You can also use business rules to be more selective about (include or exclude) which tickets generate the survey request.

Agents cannot rate tickets

Agents are not allowed to rate tickets, even if they are the ticket requester.

Sending the survey request

When you (an administrator) enable satisfaction rating (see Enabling customer satisfaction rating), a system generated automation called Request customer satisfaction rating is added to your Zendesk. This automation sends the survey email 24 hours after the ticket is solved. You can of course customize this.

The email body in the automation uses a placeholder called {{satisfaction.rating_section}} to insert the survey question into the message, as shown here:
Hello {{ticket.requester.name}}, 

We'd love to hear what you think of our customer service. Please take a moment to answer one simple question below:
 
{{satisfaction.rating_section}} 

Here's a reminder of what your ticket was about: {{ticket.comments_formatted}}

When customers receive the email, they simply click either the Good or Bad links and follow the steps described above.

For more details about the automation, see Customer satisfaction rating automation.

Note: As noted above, the survey is sent when the ticket is set to Solved. It's possible to use a different status in the automation, such as Pending, but the ticket would have had to be set to Solved at least once before.

Use a trigger instead of the automation

Rather than use the automation to send the survey, you can deactivate it and use the {{satisfaction.rating_section}} placeholder in a trigger instead. You'd most likely add the survey request to your 'solved' trigger. The default 'solved' trigger in Zendesk is called Notify requester of solved request.

All you have to do is add the {{satisfaction.rating_section}} placeholder to the email body, as in this example:
Your request (#{{ticket.id}}) has been deemed solved.

To review, comment and reopen the request, follow the link below:
http://{{ticket.url}}

We'd love to hear what you think of our customer service. Please take a moment to answer one simple question below:
 
{{satisfaction.rating_section}} 

{{ticket.comments_formatted}}

You'll also want to add the following action to your trigger to indicate that you have offered the requester the opportunity to rate the ticket.

Using the solved trigger for the survey request means one less email to the end-user, if that's a concern for you. Using the automation and a separate email may yield better results because it is the focus of the email, not just an addition to the solved email.

Note: Rating a ticket does not change its status; it's not reopened or in any other way modified aside from capturing the rating.

Community tip! Joe Tinter shows you how to set up a trigger to send a survey for re-evaluation after you've followed up with a customer who left a bad rating! Check it out in our Community Tips forum.

How agents receive the satisfaction rating feedback

The results of customer satisfaction rating are shown in your Zendesk, in the agent's dashboard, and in a view called Rated tickets from the last 7 days.

Agents see, in their dashboard, the number of good and bad tickets for the last week and the overall satisfaction rating for the agent and all of the agents in your Zendesk over the last 60 days (including the current day).

Note: You must have the agent dashboard enabled to see the customer satisfaction ratings. An administrator can do this on the Agents settings page.

The calculation of the overall satisfaction rating uses the following simple formula:

This means that the score is an average of the total positive ratings from the past 60 days. An agent with a score of 90% means that over the past 60 days, 90% of the ratings they received were positive.

Agents, groups, and the account all have scores. The help desk score (in the example above, 93%) is the average for all agents in your Zendesk. The two ratings provide feedback about individual performance and the average performance of all agents.

Note: An overall rating score will not be shown until 30 tickets are rated. This applies at the agent, group, and account levels. This means that an agent needs 30 ratings, a group (all agents within the group) needs 30 ratings, and the account (all the agents in your Zendesk account) needs 30 ratings.

The new view (Rated tickets from the last 7 days) gives you a quick overview of the rating activity, with a Satisfaction column containing both Good and Bad ratings. You can of course clone and modify this view or create your own.

The following rules apply to agents when using customer satisfaction rating:
  • Agents cannot rate tickets.
  • All agents see their ratings in their dashboard. This feature is enabled at the account level and applies to all agents in your Zendesk. You cannot exclude individual agents from receiving ratings on the tickets they are assigned to.

Additionally, ratings cannot be moderated. All ratings are shown.

Enabling customer satisfaction rating

By default, customer satisfaction rating is disabled. It can be enabled by an administrator.

To enable customer satisfaction rating
  1. Click the Admin icon () in the sidebar, then select Settings > Customers.
    Zendesk Classic: Select the Settings menu, then select End-users.
  2. Select the Satisfaction tab.
  3. Select Allow customers to rate tickets.
  4. Click Save tab.

Your Zendesk is now set up to send your end-users the customer satisfaction rating email. Enabling this also creates a new automation called Request customer satisfaction rating (System Automation) and a view called Rated tickets from the last 7 days. Both can be modified as needed to suit your workflow.

Request customer satisfaction rating automation

The customer satisfaction rating automation, Request customer satisfaction rating (System Automation), sends the survey request email 24 hours after a ticket has been solved.

Note: It's important to understand that this automation fires at 24 hours after the ticket is set to solved. The condition statement is Hours since solved is 24 not Hours since solved greater than 24. This means that when you first enable customer satisfaction rating, none of the tickets that have been solved for more than 24 hours will generate a survey email to the requester. You can change this of course.
You'll notice that there's a Ticket Satisfaction condition as well. This condition has the following values:
  • Unoffered means that the survey has not previously been sent
  • Offered means that the survey has already been sent
  • Bad is the requester's negative rating
  • Bad with comment is the requester's negative rating with their comment
  • Good is the requester's positive rating
  • Good with comment is the requester's positive rating with their comment

The unoffered value is used here because we only want to send the survey for tickets that have not already been rated.

The automation actions send the survey request email to the requester.

The {{satisfaction.rating_section}} placeholder contains the rating question and answer links. You can modify the surrounding message as needed. And as always, a canceling action is used to complete the automation; ticket satisfaction is set to offered to requester.

This automation can be modified to exclude tickets using many different criterion. For example, you might not want surveys sent for tickets assigned to a certain group or from a certain organization or for tickets containing certain tags.

Customer satisfaction rating placeholders

Aside from the placeholder mentioned above, {{satisfaction.rating_section}}, the customer satisfaction rating feature adds four other related placeholders. All of these placeholders can be used in various ways and are described in the following table.
Table 1. Customer satisfaction rating placeholders
PlaceholderDescription
{{satisfaction.rating_section}} A formatted block of text prompting the user to rate satisfaction.

{{satisfaction.current_rating}} The text value of the current satisfaction rating, either Good or Bad.
{{satisfaction.positive_rating_url}} A URL to rate the support positively.
{{satisfaction.negative_rating_url}} A URL to rate the support negatively.
{{satisfaction.rating_url}} A URL to rate the support (positive or negative are not pre-selected).
{{satisfaction.current_comment}} The comment that the user added when rating the ticket.

Creating customer satisfaction reports

Both the standard reporting in Zendesk and GoodData for Zendesk reporting (available to Zendesk Plus customers) provide support for ticket satisfaction rating.

In the standard reporting, you can use the Ticket Satisfaction condition to create a report that displays statistics for tickets rated good and bad, as in this example:

You can of course also add groups, organizations, specific assignees, and so on.

GoodData for Zendesk customer satisfaction reports

GoodData for Zendesk provides a project template containing the following four customer satisfaction rating reports:

  • Customer satisfaction summary

    A summary of satisfied vs unsatisfied ratings, overall satisfaction score and response rate, for the trailing week and month.

  • Support satisfaction vs response rate

    View a daily trend of customer satisfaction vs customer response rate for solved tickets over the last month.

  • Top performers and laggards

    Show highest and lowest performing agents by satisfaction score. By default, agents will only show in this report once they have been rated on 30 or more tickets in the last 60 days; this is configurable.

  • Customer satisfaction watchlist

    Immediately surface customers with the lowest satisfaction score. Use this information to pinpoint important customers who may need extra support attention.

Setting up customer satisfaction reports in GoodData

GoodData provides instructions for creating a new project template that includes the customer satisfaction rating reports. Or, you can update your existing template to add the reports without also losing the customizations you've made to the GoodData reporting dashboard.

 

Comments

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Justin Ruffell-Ward
shareinsight

This is a really useful feature but it's a great shame I can't export the 'comments' users leave. If you feel the same add your interest to this feature request:https://support.zendesk.com/entries/20134048-view-export-satisfacti...

May 20, 2011 02:56
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Dimitra
fieldagentau

I agree that I would like to be able to export the comments left by users when they rate their satisfaction.

May 24, 2011 23:30
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Jose María Alconchel
sishelpdesk

Si yo también creo que debería implementarse el report de esta funcionalidad con los comentarios.... A la hora de presentar resultados a jefes y gerentes ayuda mucho...

 

Espero que lo incluyáis pronto...

June 02, 2011 08:37
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Dylan
digitalvault

This is a super cool feature.  These one time use links that are generated for the users are very interesting.  I would LOVE to have these available for tickets so that my clients don't have to remember their login ID and password everything I send them an email notification.  Is there some way of turning this feature on for ticket notification URL's?

 

June 13, 2011 15:49
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Destry Coursey

this is a great start but i need yhe tool to have more options that just good bad, good is fine but if the customer is not satisfied it would be usful to know where the improvment needs to be made to achive satisfaction can this be customized?

June 15, 2011 09:40
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dan
peerform

agreed

June 15, 2011 14:26
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Tim Strawbridge (eCargo)
ecargo

Instead of sending a separate email requesting customer satisfaction rating could we simply imbed the request and link in the footer of the Solved email notification? That way customers can rate us if they like, or ignore it without getting bombarded with another email after the ticket is solved. It's also important that the customer can do this without having to login to Zendesk.

June 16, 2011 15:48
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Anton de Young
Zendesk

Tim,

Yes. That's covered above in Use a trigger instead of the automation.

June 16, 2011 15:53
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Tim Strawbridge (eCargo)
ecargo

Thanks Anton, sorry I speed read that part and thought it was still triggering a separate email. Works perfectly now.

June 16, 2011 16:51
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sun
mollom

We've additionally created a view to list tickets with their satisfaction grouped by response.

Using the satisfaction feature over the past weeks, we've noticed that there's a considerable amount of tickets for which the "Satisfaction" value remains "Unoffered".  On a rough average (quick interpretation, not hard facts), around 5% remain as "Unoffered".

We did not change or customize the default automation.

Are there any non-obvious internal conditions in Zendesk that prevent the satisfaction rating to be offered?

July 12, 2011 11:34
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Anton de Young
Zendesk

sun,

If you've haven't already, can you submit a support request? 

August 11, 2011 14:39
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sun
mollom
The issue reported in July didn't occur anymore recently.
August 12, 2011 09:15
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Leonie Theissen
navabi

We have German and Enlish speaking customers and we use the trigger instead of the automation.

But the placeholder {{satisfaction.rating_section}} only creates an English question and English answers (good or bad). However, when I click on the link as a German customer, the rating appears in German.

How can I create a German "how would you rate the..."?

September 20, 2011 05:50
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Anton de Young
Zendesk

L Theissen,

Thanks for the comment. However, I'm going to need to kick this over to the Product Manager for this feature to get you an answer. We'll get back to you soon. 

September 21, 2011 09:46
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Andreia Xavier Hediger
Goodshine AG

We also would like to be able to send the survey in different languages.

September 22, 2011 05:02
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Max McCal
Product Manager

Hi, Andreia -

The Customer Satisfaction survey was fully internationalized on June 13th. (http://bit.ly/r65YZW) Now the satisfaction survey section itself will be translated to match the language requested by the user. Only that section will be automatically translated, however. In order to handle the remaining text of the email, you will either need to create separate automations that cater to each individual language or use Liquid markup to create a single multi-purpose automation, as described in this article:  http://bit.ly/k137Rd.

Let us know if anything I've described isn't working! 

September 26, 2011 10:21
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Josh
How can I see all my agents ticket ratings in one report?
October 03, 2011 13:46
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Max McCal
Product Manager

Hi, Josh -

This would depend a bit on what exactly you'd like to see. You can read more about building reports and how to construct the right conditions for these in this article: http://bit.ly/rl9Td6

Essentially, just set the right conditions up in the data series you create so you can see all rated tickets. You can even export a CSV file containing the data in the report. If you have questions on building this report, I recommend sending our support team an email at support@zendesk.com

October 04, 2011 12:46
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Christopher Gilene
roic

Is there a way to allow agents to rate tickets that they created? It may sound odd, but in our system, Agents can actually create tickets that can be solved by agents in other groups. We would like to track this satisfaction data as well.

October 18, 2011 13:31
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Christopher Gilene
roic

Alternatively, is there a way to make sure that requesters who are agents don't GET the survey. If they are restricted from providing feedback, I don't want them to receive the email.

 

October 18, 2011 13:53
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Max McCal
Product Manager

Hi, Christopher -

Agents aren't able to rate tickets, and there's no way to alter that as of now. Generally the surest ways to assure that agents don't receive these notifications are by Organization or User Tags. If all of your agents are in one organization you can add a condition to your satisfaction automation which states [Organization] [Is not] [xyz]; Where you'd add the name of that organization. If you have end users in the same Organization as your agents, you can instead use a user tag on each agent as a condition in the same manner. 

October 24, 2011 15:27
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Noah Barnett

Is it possible to change the question in the survey to a scaled (0-10) or anything?

November 21, 2011 18:34
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Max McCal
Product Manager

Hi, Noah -

In our design of this feature, we concluded that it was easier to act on information gained from this binary good or bad question, and also that it increased response rate. We don't offer a feature for a more complex rating system, but you can look into one of our survey integrations like SurveyGizmo or SurveyMonkey if you're interested in something with a scale, rather than a simple choice. 

November 22, 2011 09:42
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Byron Patrick
goapps

Is there any chance of having 3 categories?  Good, Fair, Bad.

Ive followed up with customers that never responded and the reason they don't respond is because they are satisfied with the completion of the ticket but not completely happy with it.  However they don't want to rate it as bad, because the ultimate conclusion was good.  Its splitting hairs but the lack of an in-between is resulting in fewer responses from our customers.  Thanks! 

November 30, 2011 13:49
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Jay Fleming
adaco

If I have a customer who is never happy. Just his personality and has a large amount of open tickets is there away to make sure he does not receive a survey. He just totally screws the average?

January 27, 2012 05:31
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Jay Fleming
adaco

Iterestingly enough after I posted the last question I had a customer say that he would rather receive qtr survey questions.

So is there way to opt out of the surveys?

January 27, 2012 08:02
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Owen Pickford
tangohealth

You can add a tag to your customer's profile and that tag will automatically be added to the tickets in which they are the requester.  Then in the trigger or automation, indicate that the sat survey will be only sent when that tag is not present.

January 27, 2012 08:54
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Jay Fleming
adaco

I will give it a try. Thanks Owen!

January 27, 2012 10:15
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Max McCal
Product Manager

Hey, Jay -

Just to make it official, that's the suggestion Zendesk would recommend as well. User tags should be automatically applied to all tickets for which a user is the requester, and if you apply a condition [Tags] [Contains none of the following] [*your custom tag*], that user should never receive the survey. You can add this tag to any individual or to whole organizations if there's a particular company you want to exclude from surveys.

January 29, 2012 20:21
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Zoltan Radnai
prezi

Hi Anton, Guys, 

I set up the trigger to send the satisfaction request email as suggested here. However I noticed that our Good Data graph of response rate to this is on 100% this does not match with the related Zendesk reports. So I reached out to Good Data support. They said that the satisfaction rating is actually never "offered" which is the trigger for Good Data to measure the response rate. In this article you don't say that we have to add the condition "ticket satisfaction is offered to requester" to the "solved" trigger. Note: this condition ends the Automation version.  Is it possible that we don't get the right numbers in GD because we haven't added this condition to the trigger?  

February 02, 2012 08:47
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Anton de Young
Zendesk

Zoltan, 

This should be working for you based on what I wrote in the article. Please submit a ticket and we'll track down what's going on here. 

February 10, 2012 10:07
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Lburrell

I have created a report for the manager to look at, but we only see Good and Bad - is there a way to incorporate the comments - so we don't have to figure out which ones had comments and which ones did not?  the Manager would like to see those easily. 

February 13, 2012 11:51
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Anton de Young
Zendesk

Lburrell, 

That's not currently possible. There's a feature request for that here: https://support.zendesk.com/entries/20213998-user-satisfaction-comm.... Please feel free to add a comment to that. Thanks. 

March 08, 2012 09:56
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Bill Bohen
timetrade

Has there been any consideration of supporting Net Promoter Score?   Your current functionality is very close to it, just needs a scale from 0 - 10 instead of the binary selection.   I'll need to track this in a separate system otherwise.

 

Thanks.

April 29, 2012 05:56
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Jay Fleming
adaco

How can a ratting drop if no tickets have been rated bad?

 

Best,

Jay

April 30, 2012 07:27
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Max McCal
Product Manager

@Bill - I don't think we have any plans to make a change to this feature in this regard, but we've talked about Net Promoter Score in the past. We'd love your ideas for how we could build something like that into the product over in the Feature Request Forum. 

@Jay - Your ratings may change over time even when no ratings are added. This is because the rating percentages are based on tickets within the past 60 days. For example, let's say you have a rating of 92% today, because in the last 60 days you received 60 ratings, and 5 of them were bad. However, imagine that 5 of those good ratings were exactly 60 days ago. Now, just after midnight when the counter rolls over, those five ratings are taken out of the count. If you got no good ratings yesterday, you're now showing 50/55 ratings positive, or 91%. Does that make sense? 

April 30, 2012 10:14
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Matthew Pascoe

I agree with Byron Patrick having the same experience but I don't see any clear responses to his comment. Please could one of the Zendesk staff respond with a comment on how we would manage this and improve on the rating system that is not so black or white.

May 10, 2012 04:29
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Anton de Young
Zendesk

Matthew,

Thanks for the feedback. Please make your request for this enhancement here. You can communicate with our product management team in that forum. 

May 11, 2012 14:28
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Dan

Is there a way to collect a satisfaction rating as described above without redirecting an end-user to the web portal. We run an email-only help desk and would like to offer this rating system. 

June 19, 2012 18:50
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Max McCal
Product Manager

Hey, Dan - 

Presently there's no way for us to accept a satisfaction rating entirely by email. We send a token to remove the obstacle of authentication, but without the customer making a change inside the portal, we're unable to receive this information. It's always possible that will change in the future, but at the moment we don't have any direct plans to make this change.

Some of our customers have gotten around this issue by using Javascript and CSS customizations to completely white-label the page, hiding ticket information, links to other parts of the portal and leaving behind just a simple yes or no button and an optional field for comments. Admittedly it takes a bit of customization, but if you're interested, feel free to reach out to us at support@zendesk.com.

June 20, 2012 15:21
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Justin Coleman
msis

We need to be able to send different surveys to different groups of people while keeping the results separate.  I can see how to set up different wording the survey emails, but i'm not sure how to record the results in separate spaces.  Am I missing something?

July 25, 2012 06:23
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Aaron Horton
advancedorg

How can I stop the customer satisfaction rating emails from going to my agents that are inputting the tickets received via phone? I am sending the emails through the automation and have added a condition for each of my agents that if they are the requester, they should not receive the email. However this is not working.

August 02, 2012 09:56
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Avi Warner
Zendesk

@Justin what you could do would be to create separate views for the different groups of people. Basically instead of a single view using the 'Ticket Satisfaction' 'Greater than' 'Offered', create multiple views using that condition in addition to any specific Organizations/Tags that you can use to separate the results. You can then export the separate views as CSV files. 

@Aaron You'll want to make sure that all of those conditions are in the 'All' section of the automations (since they all need to be fulfilled) not the 'Any' section. That should do the trick but if not, shoot an email over to support@zendesk.com with a sample ticket number that we can look at.

August 02, 2012 11:16
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System Admin

Is this not available in the solo plan?

August 10, 2012 07:22
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Anton de Young
Zendesk

This feature is available in the Regular, Plus, and Enterprise plans. Not Starter. 

August 10, 2012 08:00
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Calvin
crackawines

Am I able to alter the default satisfaction comment request text from "Add a comment about the quality of support you received (optional):"?

We find that some customers ask questions within this field and as a result are not happy when they don't get a response. The current text is obvious to me, but it would be nice to be able to have something like "Add a comment about the quality of support you received (optional). Note that we cannot respond to questions submitted here:"

August 26, 2012 16:04
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Zoltan Radnai
prezi

Do you guys use a trigger to send out the satisfaction survey within the same email which you use to let the user know that their ticket had been solved, or do you send a separate email via an automation a day later? What are the potential benefits of both solutions?

1. if you send out the sat survey in the same email that is to let the user know their case had been solved what do you win? Less emails to the user which is in ost cases great. They might be more willing to open the email and respond to the sat. survey since they treat that email as part of the support process. 

2. If you send out a separate email asking for their feedback a day later, they might be "in the mood" for replying, since they had a supposedly satisfying experience with your organization. They have already implemented your suggestion and have their problem solved. 

Any thoughts on what brings you better results in satisfaction score and response rates? Also What is considered to be Good response rates for your organization?

August 27, 2012 09:40
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Edward Perry
tbin

We have had tickets get rated badly and then the user changes their mind and re-rates the ticket good, but our satisfaction score does not change. What happens to the formula if satisfaction score when tickets are re-scored? 

September 04, 2012 11:31
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Dallas J
airbnb

If one agent solves the ticket and the survey is submitted and the end-user gives a rating and fills out the survey but then the ticket changes hands to another agent.  Does the new agent who closed the ticket get the rating or does the agent who submitted the request get the rating?

September 19, 2012 10:21
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Arnaud de Theux
Zendesk

@Edward

out of curiosity did you have this with the Zendesk reporting or via GoodData? Thanks.

September 19, 2012 14:00
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Edward Perry
tbin

@Arnaud

 

This was with Zendesk Report Dashboard. Haven't been sold on GoodData yet and its usefulness. 

September 19, 2012 14:05
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Arnaud de Theux
Zendesk

@Edward

Sorry but I want to try to reproduce this :-) Did it happen with Zendesk Classic (actual interface) or Lotus (new Zendesk)?

Thanks!

PS: if you have a Plus or Enterprise account I would suggest you try out GoodData. It's free and takes a second to set up and reporting internally in our company has been followed much more closely since then because (lazy?!) people receive the whole reporting dashboard in PDF in their mailbox.

September 19, 2012 14:11
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Edward Perry
tbin

@Anaud

 

It was happening mostly in classic. Haven't had this issue in Lotus yet. We tried Good Data several times and did not find it usual.  Still struggled with ways to get at the answers to our questions. Could be or limited experience with  the tool, but didn't justify the added expense. 

September 19, 2012 14:29
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justin meadows

I would also like to be able to change the wording of the comment request, as I would like to specifically ask for a testimonial to be used on our website. I can do this in a follow up e-mail, but I would like to reduce the number of e-mails they receive.

Cheers

October 02, 2012 15:39
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maurizio ciavatta
Vai caro amore caro di nonna ciao
October 27, 2012 23:09
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Aaron Franklin
pinterest

If I want to run a report for % satisfaction, does ticket satisfaction IS Good include all "good" ratings? Or, do I need to use the sum of IS Good and IS Good with Comment? It looks like our "with comment" values are even higher, and that just "good" and "bad" are not comprehensive.

It would be best if we could do a straight-forward report on % good, but clarity on how to report this manually for the time being would be greatly appreciated. Looks like we have to run 4 #'s to calculate the %.

Thanks.

October 29, 2012 16:17
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Marianne
mindsnacks

I have the same question as Aaron.  I'd like to get a report that totals Good+Good with Comment AND Bad+Bad with Comment as only 2 data sets rather than 4.  Currently, I have my reporting set up with 4 data sets: Satisfaction=Good, Satisfaction=Good with Comment, Satisfaction=Bad, Satisfaction=Bad with comment.  I have to export the data and calculate the total good and total bad.  Is there a way to set up the report (i.e., Satisfaction=less than Bad with Comment; Satisfaction=greater than Good) to get all good and bad totaled together, respectively?  

December 04, 2012 19:55
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Josh Smith
Bandwidth / Republic Wireless

Is there a way for customers to retroactively view the ratings they've given on closed tickets within the Zendesk portal?

January 10, 2013 09:04
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Rory Jewell

I'm in the process of settings up Satisfaction. What is the suggested method for quickly testing what the customer will see? Thanks!

January 11, 2013 07:31
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Jane

After user fill in the satisfaction rating information, they can re-open to view it like the attached image.
Can the link [Log in change your rating] set to invisible so that there would be no ways for end-user to login?

January 16, 2013 01:53
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Justin Seymour
Zendesk

Josh: Unfortunately not! They can login to change ratings on tickets that are still open, pending, or solved, though. 

Rory: I'd recommend a test ticket to your personal account. You can modify the email sent to your end-users by editing the automation. 

Jane:  There's no way to hide that link to my knowledge. If anyone has some custom JS to share, please post it! 

January 23, 2013 05:15
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Rory Jewell

Thank you, Justin. One more question for you. I would really like to modify the Satisfaction question and the wording in the answer links. For instance, we feel it would be nice to change the wording from "Bad" to "Poor" in the negative response. Is there, or will there be, the ability to make these types of changes? I assume not, but figured I would ask.

January 23, 2013 05:24
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Justin Seymour
Zendesk

It's not possible to modify the specific rating text -- sorry! This is something we'll probably expand on in the future. 

January 23, 2013 05:25
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Doreen
affinitas

Hey,

I wanted to know if it is possible to differentiate between public & private comments in the CSAT setup when answering a ticket. Is there a way to tell the system not to send out the customer satisfaction survey, if an agent makes an "internal note" and submits a ticket as solved?

Right now, customers receive our CSATs in both cases, which does not make a lot of sense for tickets that an agent handles internally. I couldn't find anything in the conditions of the automation...

Thanks!

January 24, 2013 06:42
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Calvin
crackawines

The user's satisfaction rating comment really needs to have a date/time stamp.

We often find that a ticket is re-opened due to a user asking a question within the satisfaction rating comments field, and then the subsequent emails for the ticket always have that same satisfaction 'comment' listed at the very top and out of context because you cannot tell exactly when it was submitted.

Surely a date/time stamp cannot be too hard to add to satisfaction ratings/comments?

January 24, 2013 13:16
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Jennifer Rowe
Zendesk

Hi Calvin,

Thanks for posting--this is good feedback. I was going to suggest that you put it in our Feature Request forum (because our PMs monitor that and use the feedback) but I see you've already done that!I I wasn't able to find the PM to see if there are any plans for this, but if I get an update, I'll post it. Thanks!

January 24, 2013 13:33
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Dave Fraleigh
thousandeyes

Do you have toxicity rules that can be applied, so as to ensure that a customer only receives one request per X days?

January 24, 2013 14:32
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Justin Seymour
Zendesk

Not at the moment, Dave. The automation controls when the end-user receives a ratings request. Currently, it's all based at the ticket level. 

January 25, 2013 09:18
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Jeff Levitt
secondmarket

I'm wondering if there's any information available about benchmarks for response rates?  What percentage of satisfaction surveys sent out are responded to in general?  Has anyone done any testing to determine what sort of messaging in the satisfaction survey emails has generated the highest response rate?

January 28, 2013 09:36
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Dan Goldman
wealthvest

Is there a way to request a satisfaction rating on a ticket by ticket basis instead of enabling for all tickets? We would like to solicit satisfaction ratings where they are most important instead of "spamming" our users with these requests everytime they submit a ticket. We have a small number of users who submit a large number of tickets.

 

Thanks.

February 06, 2013 10:26
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Jennifer Rowe
Zendesk

Hi Dgoldman,

You can modify the automation for Request Customer Satisfaction rating. From the article above:

This automation can be modified to exclude tickets using many different criterion. For example, you might not want surveys sent for tickets assigned to a certain group or from a certain organization or for tickets containing certain tags.

Hope that helps!

February 06, 2013 10:40
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Chris Thornton

If a client rates a ticket and that ticket is closed does it impact the customer ratings survery 

we have our ticket set up to close automatically after 7 days - once solved

February 06, 2013 19:07
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Jennifer Rowe
Zendesk

@Jeff L--try posting your question in our Community Q&A forum. More users will see it there, and I can promote it to try to get exposure too.

@Chris--no, it doesn't matter if the ticket is Closed.

February 07, 2013 13:59
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Jay Solomon
momtl

I use a hub with 5 spoke brands in entreprise. I have this set up in my hub. I can't figure out if it is sending this to all of my spoke brands (and if it is, whether or not it is sending properly in those brands), or if I need to turn the same feature on in the spoke brands. Can anyone speak to this? I'd love to know (and have it set up right). Thanks!

February 08, 2013 10:43
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Justin Seymour
Zendesk

Hey Jay: 

The satisfaction feature needs to be enabled and configured in each spoke! Unfortunately, tracking satisfaction statistics doesn't work the same way in Enterprise as it does in a standard account. More on that here: 

https://support.zendesk.com/entries/20308227-Tracking-customer-sati...
https://support.zendesk.com/entries/22935762-Customizing-your-custo... 

February 10, 2013 05:41
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Kevin
whatsapp

If I want to add a rating section to the bottom of every email sent by my agents (not just solved tickets), is there a better way of doing it than adding it to the agent signature?

February 11, 2013 21:00
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Tom Corbett
dotmailer

Currently you cannot update a comment if it is an incident linked to a closed problem. End users are told the ticket is closed or deleted. Could this be changed as not a very good user experience if you turn around a user experience and then they cannot leave feedback.

February 12, 2013 02:46
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Justin Seymour
Zendesk

Kevin: You can add the ratings placeholder to your triggers, which would fire when new comments are made by agents. However, end-users can only click the link once to enter a rating. See the satisfaction placeholders here: https://support.zendesk.com/entries/20203943-Zendesk-data-object-pl...

Tom: I assume the incident ticket is also closed? Once a ticket transitions to the closed state, the end-user loses the ability to rate the ticket or update an existing rating. 

 

February 12, 2013 04:17
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Tom Corbett
dotmailer

Justin: incorrect the incident was open, i had to change the type to question so the user could then leave the comment. then after chaneg it back to incident and link it to the problem so i didnt lose my reporting stats. I think its because incident and problems need some TLC. I think the same is caused when tickets are closed and merged, but i will probably need to test to confirm that

February 12, 2013 04:35
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Justin Seymour
Zendesk

Thanks for the update. Seems like very odd behavior. I'll check into this with a few folks for some more information. 

February 12, 2013 05:25
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Kevin
whatsapp

"It's not possible to modify the specific rating text -- sorry! This is something we'll probably expand on in the future."

Justin, can you tell me what the timeline is on implementing this? We would really like to change the text in  {{satisfaction.rating_section}}.

February 12, 2013 09:58
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Justin Seymour
Zendesk

I wish I could spread some more information, but I truly don't have a workable timeline. It's one of those things that we want to change, but it's not real high on the priority list right now. Let me see if I can dig up some Javascript to modify that section. No guarantees, though! 

February 12, 2013 12:50
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Kevin Lewis
centraldesktop

Is the trigger the only way to manage whether it is sent?  So, if I wanted to keep the simple setup from sending it on a feature request ticket, would I need to use the trigger to enable a tag to keep it from being sent out?  

March 07, 2013 17:21
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Brandon K.
Zendesk

@Kevin: The satisfaction Automation is the only way that the email asking for the end user to rate their satisfaction is sent out. Adding a condition to the automation that says 'Tags Contains none of the following No_Satisfaction' is how we personally restrict the email from being sent for misfire tickets and the like. Once a ticket has been set to solved, however, the option to rate the ticket will present itself in the web portal. You can prevent the email from being sent out but if the user then logs in to the web portal, they will be able to rate their satisfaction.

March 08, 2013 09:45
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Kevin Lewis
centraldesktop

Brandon, that is great.  Can you tell me where I can adjust the condition for the automation?  By the way, I love the new look and the satisfaction ratings 

March 08, 2013 09:50
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Brandon K.
Zendesk

Kevin: Glad to hear you like the new interface, we spent a lot of time on it! As for adjusting the satisfaction automation, if you've turned on satisfaction ratings under Manage > Settings > Customers > Satisfaction an automation will appear under Manage > Business rules > Automations. Just edit the automation 'Request customer satisfaction rating (System Automation)' and add your tag condition under the ALL conditions section.

March 08, 2013 10:14
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Kevin Lewis
centraldesktop

Perfect thanks

March 08, 2013 12:32
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Mike

Hi Justin,

We too would like very much to change the text in the satisfaction.rating_section.  Have you found anything that can help us accomplish this?

March 28, 2013 12:35
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Kevin Lewis
centraldesktop

I think I saw this in another thread, but where is the information on how to create follow ups to bad ratings....trying to get the user to switch it to good?  

April 11, 2013 08:36
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Jennifer Rowe
Zendesk

Kevin,

Maybe you are looking for this community tip?

https://support.zendesk.com/entries/23017703-Using-Triggers-to-get-...

April 11, 2013 13:25
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Jennifer Rowe
Zendesk

Hi Mike,

It is not currently possible to change the text that gets put into an email from the placeholder "How would you rate the support you received"? One our agent's is going to reach out to you in a ticket with more info.

April 23, 2013 09:53
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Alex
yellowjacketcase

I'm trying to set the Request customer satisfaction rating automation up and I don't see the option to add "Ticket Satisfaction" as a condition. Why not?

May 08, 2013 10:34
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Avi Warner
Zendesk

Hi Alex,

Satisfaction feature isn't available for our Starter accounts, which is why you're not seeing that condition. Details on what features are available per plan is available here: http://www.zendesk.com/product/compare

May 08, 2013 10:44
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Jennifer Rowe
Zendesk

Thanks, Avi. I updated this article to say that CSR is available for Plus, Regular, and Enterprise.

May 08, 2013 12:11
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Kenneth Padgett
itlifesaver

This was working on our starter account last week, or maybe the week before and no longer works. I'm assuming you all recently removed the feature and configuration tab from starter accounts? The "Request customer satisfaction rating (System Automation)"  is still in our account, but the ability to turn it off is gone because of the tab removal. I see no note of it's removal in the Zendesk changelog, but I can assure you the tab was there and we turned it on from inside the tab under Customer. We haven't downgraded our account or anything since it was setup.

June 03, 2013 10:09
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Jennifer Rowe
Zendesk

Hi Kenneth, 

The customer satisfaction feature is not available in Starter and hasn't been. I'm not sure why you were seeing the feature in your Starter account. Sorry about that. You can send a ticket to support@zendesk.com if you'd like to investigate more--I agree it's weird that you have the CSR automation. Thanks!

June 03, 2013 11:28
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Kenneth Padgett
itlifesaver

I did open a ticket with support. Thank you for the reply. It was on and working and we even got a rated ticket...so sad to see it go. Oh well.

June 03, 2013 11:49
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Jennifer Rowe
Zendesk

That is a bummer. I'm curious about what happened there...

June 03, 2013 12:01
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Chelsey
skycig

Resubmitting a question which appeared earlier - If one agent solves the ticket and the survey is submitted and the end-user gives a rating and fills out the survey but then the ticket is re-opened and changes hands to another agent.  Does the original agent who closed the ticket get the rating or does the agent who gets assigned the ticket when it is reopened get the rating?

June 05, 2013 02:56
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Brandon K.
Zendesk

Hey Chelsey,

The agent that is the current assignee will have the satisfaction count for their statistics. If an end user attempts to reopen a ticket that they have already rated with a new question, I would recommend that you create a new ticket for the end user and continue assisting them through the new ticket. Zendesk has no way to historically linking a satisfaction rating with an agent.

June 10, 2013 16:34