Forums/Documentation/Zendesk Enterprise

Tracking customer satisfaction ratings when managing a multiple brand Zendesk (Enterprise)

Anton de Young
posted this on July 27, 2011 16:36

Zendesk Enterprise

If you've set up to manage a multiple brand Zendesk in the Enterprise version of Zendesk (see Setting up to manage multiple brand Zendesk accounts), customer satisfaction rating does not work the same way it does in a stand-alone Zendesk. This is because customer satisfaction rating requests are sent to end-users via the spoke accounts, which means that the responses you get will not be associated with the agent in the hub Zendesk who solved the ticket.

Solution

You can track the overall satisfaction rating for each spoke account. You can get the total number of good and bad ratings from the Reporting CSV Export file. This files contains details for all tickets (excluding ticket comments) over the last 3 months, including the satisfaction score.

Community tip! Arnaud de Theux created a script to automatically fetch the satisfaction score of each spoke plus the main hub. Check it out in our community forums!

To download the CSV report
  1. Click the Manage icon () in the sidebar, then select Reports > Export.
    Zendesk Classic: Select Manage > Reports > Export.
  2. Generate a new CSV report or download the current report by selecting CSV Export > Latest.
  3. After the archive (.zip) file is downloaded, extract the file and open it in spreadsheet program such as Microsoft Excel or OpenOffice.org Calc.

The column called Satisfaction Score contains the ratings.

Views and reports can also be created to track satisfaction ratings in the spoke accounts.

 

Comments

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Juli Fischer
bellbusinessappsstore

Hi Anton - can you give more details for how to create a view that shows the satisfaction ratings in the branded help desk? I created a view called "Rated BlankTel tickets" and the all  conditions are "greater than new" and "tags contain at least one of the following," and I put the ticket sharing tag in there (name of the helpdesk).

 

For any conditions, I put "ticket satisfaction is good" and "ticket satisfaction is bad." These are the same criteria I use for the old view that shows the rated tickets for our central help desk, which works fine. But this new view is not working.



September 20, 2011 16:30
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Max McCal
Product Manager

Hi, Juli -  I'm sorry we missed this question. I've sent you a ticket so I can take a closer look and see what might be the matter. What you describe sounds right, but it would help for us to discuss. Thanks!

October 31, 2011 14:01
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Arnaud de Theux
Zendesk

Hi,

Sorry to fig up this old thread but is there any way to automagically gather the satisfaction scores of branded help desk and sent it to the main hub? My reporting (in GoodData) only takes information from the hub so I miss the general satisfaction score in there.

Thanks.

March 16, 2012 04:23
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Alex Vercammen

@Arnaud. Good question. I second that

May 24, 2012 11:24
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Arnaud de Theux
Zendesk

@Alex

Since I couldn't find a solution I created a script to automatically fetch the satisfaction score of all my branded spokes + the main hub: http://arnaud.detheux.org/blog/04/06/2012/zendesk-enterprise-global...

June 04, 2012 06:17
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Suzana Bueno
movile

How can I track individual satisfaction for my spokes? Only 1 agent is shown on the interface.

June 11, 2013 08:36
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Brandon K.
Zendesk

Hey Suzana,

You will need to turn on satisfaction ratings for each of your spokes by going to Settings > Customers > Satisfaction and enabling the default satisfaction automation. You will then be able to send out surveys and collect satisfaction ratings for each one of your spoke accounts. Each spoke will work like its own individual Zendesk account, so you will need to log in to each one to find it's overall satisfaction rating, you cannot do this through the hub.

June 12, 2013 14:05
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Suzana Bueno
movile

Sure Brandon, but the problem is my spoke account only shows satisfaction ratings, or any other metric for that matter, for one agent. There are no other agents in the list. How can I fix that? 

June 12, 2013 14:15
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Brandon K.
Zendesk

Hey Suzana,

It looks like you have an open ticket about getting satisfaction to work in your spokes. I've added myself as a CC to the ticket and i'll post the solution here for anyone else that might be having the same issues as yourself. Hopefully our support team can get you a satisfactory answer!

June 14, 2013 10:57
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Edwin Schukking
lightspeedresearch

Hi Brandon,

 

I am looking for a solution as well, is there any development?

August 30, 2013 23:06
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Avi Warner
Zendesk

@Edwin, we are looking at long term fixes to this and as we rework multi-branding in Zendesk, fixing this is definitely one of our requirements. Keep an eye out, we'll be letting all our customers know when we have more information in this sphere.

September 04, 2013 11:39
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Rob Deutsche
wiredrive

Hey all,

I am looking to create a report that breaks down our satisfaction score by month, so we can get the scores for the entire year.  Any way to do this?

 

October 30, 2013 16:29
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Trisha Patel
Zendesk

@Rob, Are you using GoodData or Zendesk to build the report? 

November 18, 2013 06:06
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Edwin Schukking
lightspeedresearch

Hi Avi,

WOuld you have more information on the timeline regarding the mutlibrand rework and to have satisfaction metrics for each individual agent?

 

Edwin

February 08, 2014 05:00
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Laura D.
Zendesk

Hi Edwin, 

The multi-brand rework is in progress though given its scope it's taking some time to complete. We will have better solutions in place that address the existing difficulties in tracking satisfaction across multiple spokes. In the new version it will be much easier to gather and report on satisfaction for all of your brands. 

February 10, 2014 16:49
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Edwin Schukking
lightspeedresearch

Hi Laura,

Thanks for your answer, I was just asking since we were told Q4 2013 and lately Q1 2014. Our CEO is requesting some things from us, which we could hopefully will be able to show them with the rework. So it is not that I am unhappy with Zendesk, it is that we are pushed as well :-)

On topic, we are going to implement the Sat feature in our T1 spokes and I was wondering something. But this would be a too easy solution, there must be something I overlooked. 

  1. On spoke create a new custom ticket field "SatHubScore" - I would go for a drop down
  2. On hub create a new custom ticket field "SatHubScore" - I would go again for a drop down
  3. On spoke create a trigger 1
  4. The trigger 1 contains a condition "Trigger Satisfactoins changed to BAD"
  5. The trigger 1 contains an action "SatHubScore to BAD" 
  6. On spoke create a trigger 2
  7. The trigger 2 contains a condition "Trigger Satisfactoins changed to GOOD"  
  8. The trigger 2 contains an action "SatHubScore to GOOD"
  9. You assume the  custom ticket field SatHubScore on the hub would also change to either GOOD or BAD and you can build triggers, automations and reports (in GoodData; with the latest assignee of the ticket included) 

Before I begin to test this, I assume someone else already tried this and this would not work, right? Otherwise Arnoud would not have scripted a solution, I guess. (I know there are more options in the sat score :-)).

Just wondering...

February 11, 2014 04:26