Forums/Community/Support tips & notes

Looking at satisfaction ratings with comments

Avi Warner
posted this on April 19, 2012 16:13

Getting customer feedback with Zendesk is really easy. If you aren't getting customer satisfaction ratings yet, take a look at this excellent reference.

If you have been using the Zendesk customer satisfaction rating feature you might have noticed a trend. People who are unsatisfied almost always have something to say, and they add a comment to their ratings. Satisfied customers, though, seem happy enough to click the Good, I'm Satisfied link and go on their merry way, giving you a warm fuzzy feeling but no real constructive feedback.

In the past, if you created a view to see your customer satisfaction ratings or a trigger to alert you when a customer left a good or bad rating, you would capture all ratings, comment or not. This generally results in a lot of Good, I'm Satisfied alerts, hopefully not too many Bad, I'm Unsatisfied alerts, and a lot of time spent wading through them all trying to find useful feedback. What if you want to see only
those satisfaction ratings where the customer was moved enough to add a comment?

Well, we've just made a change to ticket satisfaction condition statements so you can now look at only those Good and Bad ratings where comments were made!

New condition options

If you've recently made a trigger or view looking at satisfaction ratings, you might have noticed a change in the satisfaction conditions. You can now set up conditions with the following six options (the new ones are in italics): 

  • Unoffered

  • Offered
  • Good
  • Good with Comment
  • Bad
  • Bad with Comment
The two new options do just what they say: look for tickets where a customer gave a satisfaction rating and provided a related comment. Good and Bad look for results where satisfaction was recorded without a comment. 

Using the new options

Let's say you want to create a new view to show all satisfaction ratings with comments. To do so, go to Manage > Views and click Add view. You'll want to add two conditions under the Any heading: one for Good with comment and one for Bad with comment, as shown below:

Feedback_sample1.png

If you want to see all your satisfaction ratings, comment or not, no problem! Since the Ticket Satisfaction condition is numeric (starting at Unoffered and counting up to Bad with Comment), you can use the Greater than Offered setting to see all tickets where satisfaction was given:

Feedback_sample_2.png

You can use these new conditions wherever you need. Create new views, triggers, automations, or reports!

If you already have been using the existing Ticket Satisfaction conditions, you might want to take a few moments to update them to make sure you continue to see all ratings from your satisfied and unsatisfied customers.

If you need any help setting up something new or updating existing conditions, feel free to send an email to support@zendesk.com and give us the opportunity to earn your Good, I'm Satisfied rating!

 

Comments

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Cheryl Wetherington
viewpath

Is there a way to export tickets with comments? I'm looking for a way to easily create a list I can share so people can see the good things (and the bad) people are saying. I haven't been able to figure out how to export a list of comments.  Thanks!

May 30, 2013 15:49
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Arun Kumar
thoughtworks

I would also like the feature Cherly asked for above. Just the ability to display good and the bad comments would be useful.

 

 

June 11, 2013 16:29
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Brandon K.
Zendesk

@Cheryl & Arun: There is currently no way to pull just the satisfaction comments from tickets. The CSV export of a view does not contain this information and there is no API endpoint for this information. When we pull our satisfaction comments for our company town hall we just create a view for tickets with a satisfaction Good with comment and go in to each ticket to copy and paste the satisfaction comment. I'm very sorry that I don't have a more efficient workaround for you.

June 13, 2013 14:16
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Cheryl Wetherington
viewpath

Thanks Brandon, I'll add it in as a feature request. 

June 13, 2013 14:53
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Cheryl Wetherington
viewpath
June 13, 2013 14:58
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Customer Thermometer

Hi all, the ability to export comments against individual names/email addresses and their various clicks is available via the Customer Thermometer integration that went live on the Zendesk Apps store last week: http://www.zendesk.com/apps/customer-thermometer

October 02, 2013 05:27