suggested this on February 11, 2009 15:30
I would love to see a review/rating system for tickets. Requester would be prompted to review both the resolution and the agent that assisted with the ticket. Help Desk owners could view agents rating via Reports.
That's a great idea, that way we have good concrete proof, centrally located on our performance and customer satisfaction....
I was just thinking of this today. Some sort of survey widget would be awesome.
I was thinking of the same thing a few days ago. What about using Survey Monkey or similar and including the URL to the survey in an email message that is sent to the user when the ticket is solved?
certainly the most effective feedback is reported when gathered directly after the event. for example, a basic 1-5 score on each of the following would be ideal: responsiveness, helpfulness, agent expertise, overall satisfaction
the benefits of the survey being integrated into zendesk
- familiar interface/look & feel
- fast (no jump to 3rd party domain)
- ability to collate reports against other metrics e.g. SLA control
+1 - this would be a huge win.
We've created a widget that asks the customer to define an emotional position on the specific ticket. Have a look here: https://blog.coremedia.com/cm/post/2526400/Give_us_a_Hint.html
A rating system would fit perfectly!
Bjorn, that's fantastic! Can we use your widget?
I would really like to see this addition as well.
Sorry for the long waiting, the Zendesk Forums strongly need a email notification feature!Please find our Zendes Mood Barometer here in our contributions area.
Please give us feedback!
Hi Björn, thanks for sharing your solution - it's great - we've been side tracked with other work but would love to incorporate it fully when given time. Just wanted to point out the "Subscribe" link at the top of the forum :-)
"Just wanted to point out the "Subscribe" link at the top of the forum :-)" .... ups :o)
We currently have a post-event survey that works well. One simple multi-choice question (How was your support experience: 4-Very Satisfied, 3-Satisifed, 2-Unsatisfied, 1-Very Unsatisified) and one open-ended question (How can we improve?).
Customers can be prompted to fill out the survey either via a link in the reply or via a separate email dedicated to inviting the customer to score the support.
Then, there would need to be a simple report to show each agent's average survey scores for a time period as well as overall score.
Björn solution is great, but it would be good to have a way t gather the feedback if the user is just using email, not the web interface.
Thanks for the fish. We are currently thinking about providing a rating link in our solved mail.Would be something like: "Would you reccommend the Support to a friend?" Yes - Noor"How would you rate the support?" 1 - 10
Then write this in our own DB together with ticket number.
We're not done with this yet, but any ideas or best practices are highly welcome.
That's great Björn !
Do you think we would be able to generate satisfaction reports by agent within the Zendesk admin?
I like the "How would you rate the support" better.
One big "Please": if you can, make it possible to translate the question, as we use ZD in another language.
Thanks again for this great extension!
> Do you think we would be able to generate satisfaction reports by agent within the Zendesk admin?
We are currently not working on a widget that provides the gathered barometer data, but I'm always demanding it from my team...
Once they'll come up with this, I'll post it here.
> One big "Please": if you can, make it possible to translate the question, as we use ZD in another language.
What do you mean with that exactly?
> What do you mean with that exactly?
I am the text that goes to the end user (client) once the ticket get solved.
> We are currently not working on a widget that provides the gathered barometer data, but I'm always demanding it from my team...
- So at the monetm, how do you use the gathered data? The idea is to measure the satisfaction level each agent provides doing his job, right?
I don't understand what you need from me as for the translation...?What exactly are you asking for?
We have a simple list of all votings or all gathered barometer votes.
Our experience so far shows that the barometer is not a good tool to measure the overall experience of the customers. Customers are using to highlight their current mood and not their overall satisfaction with the support. We are getting really much "Sad"-votings while we are working on tickets. We usually don't get a better voring once the problem has been solved. The users are using it to make clear, that they are desperately relying on how help.
To get an overall satisfaction feedback the proposed email clicking thingis currently the best idea for that, as long as ZD won't provide such a thing.
(hell, did I just gave them another premium plan idea?) ;)
Let's see if I can explain my idea.
Currently, in our Help Desk (I'm about to move do Zendesk), in the footer of every message, I put something like this "If you have any problems with the handling of this ticket, please send us a message using our quaility control page", with a link to it.
That's the way I have to give a escalation channel for our clients. This channel goes directly to me, and quite often we get praises :)
So, what I would like to have in zendesk is something similar, or even a rating system (1 to 5, for example), so I could keep track on how well our agents are pleasing our customers.
But translation, I mean the message in the footer of the e-mail. Our customers speak Brazilian Portuguese, and we've already configured all the system messages that are sent to the customer to our language.
Hey, give ZD ideas, but no premium plans, please :)
We started out with putting a prompt in the footer to rate service and then added a auto-email 2 hours after case closure (this is all in Salesforce). And the email gets 10x the number of responses.
And I would highly recommend keeping it simple. Two questions: 1) rate support on some sort of scale (we use 1-4 = poor to great) and 2) open ended.
I am highly interessted in your way. Would it be possible to talk about it via email?I'd be very pleased if you could contact me: firstname.lastname@example.org
Thanks for all the input, we'll be putting this to development to see if there's something that can be implemented here. I would imagine it would be along the lines of a rating as opposed to open questions - as the former is much less effort for end-users to update and results in more data being reportable by Zendesk rather than having to retrospectively analyse it yourselves!
Any further feedback is certainly welcomed.
Jake HolmanZendesk Support
That's great news.
This temporary solution works for us, in case someone wants to implement something in the meantime:
Just an update here: no progress yet ;) But, it's something we'd love to look at, and we're thinking of a rather deep feature on this. Ratings encompass Forums, Tickets, Reports, etc, so it will take us a while to figure out the Feature and implement it.
A "Quick" feature isn't going to happen, it's just not as simple as one might think. What's more, it just means a longer wait time on a richer feature, due to wasted time on a lackluster one.
Its good to hear that you are thinking about this, I do think it is essential in the grand scheme of things.
In terms of key customer service metrics we monitor, it tends to be the number of incoming tickets (drilling down by type/tag) and the resolution time. What is missing is the whole customer satisfaction side of things.
I would love to see a solution for this, incorporating a few elements:
I agree with the "shallow and fast" feature because a) I'd love to see a rating functionality sooner rather than later, and b) all we really need is a score from 1-5 in response to "how did we do?" that a user could specify via email or online and that would get attached to the case. Thanks!
I see many +1s, subscribers, but no votes! Anyway, this will be planned relatively soon. No ETA I'm afraid, but you have my word it will be glorious.
and please...don't make it a premium feature!
This is a great feature to have. I just opened a support request and someone pointed me to this thread. Currently there is no way to gauge how our team is doing. I hope this is released soon. Something simple will do at first. Then, take our feedback and make it complex :-)
My company, Infused Industries, Inc., has recently adopted Zendesk as our helpdesk provider. The request for end-user ratings on ticket handling was the first request from my colleagues, who are getting to know the system. This is an essential feature for our helpdesk.
Thank you Zendesk for giving this thread some attention. I am eagerly awaiting an update on the development of this tool.
For end-user ratings on ticket handling, we found that integrating with a survey tool such as Survey Gizmo worked really well.
It allowed us to develop a more in-depth and customized survey, giving us a better insight into how the user felt the ticket was handled.
Chris K, thank you for the rapid feedback. I will be reviewing that option, but still hope to see a built in system from Zendesk soon.
C'mon Zendsek, this thread is 1.5 years old. This is a relatively easy feature to implement and obviously widely requested. Use some of that new fee income already!
Playing a some-what devils advocate here, what sort of rating systems have you guys used in the past? Which had the most value in your opinion? What did you use the ratings for (if you used it for your own company or product that is)?
I have some pretty strong theories about how voting/rating should actually be done, so it would be really interesting to see what you guys think too!
Jake, I thought you guys are already on the run...!
In february this year you told us that this has gone into development.Now you're asking how "we" are doing this kind of stuff.
Does not sound as if a rating is just around the corner!
@Bjorn, seems like I've been misunderstood - I said we'd ask the development team how easy something like this would be to implement which is something we often do; at no point did I say this was being built by development or give an indication on any sort of ETA.
As is common with such rich features as this, we like to gather as much feedback as possible, no matter what stage we're at with it.
It's very simple and the absence of it is a show-stopper for ZenDesk. When the case is resolved, send out an email to the customer inquiring how they felt about the case handling. One question should distill into a numerical rating (Great, Good, Poor, Very Poor) and the other question should be open ended. The response should be recorded with the case and there should be reporting to see how well scores do over time as well as amongst different agents. Keep it simple.
@Patrick, do you think people understand the boundaries around what makes something great, or what make it 'just good'? Are these agreed upon between other people? Probably not, it's likely why star ratings don't work out very well (people tend to vote in extremes, 1 star or 5 stars, because they don't understand what solidly constitutes as a 3 star) and why the simple 'like' or yes/no question works out so well for gathering opinion. What do you think?
Works fine for us and very actionable. I'm not sure it has to be perfect. It just needs to exist. If you want to make the labels user-defined, fine. If you want to do "like", fine. If you want yes/no, fine. Just do something. One question should be numerical and the other open-ended. It's been 1.5 years since the original post was made, a lot of people have agreed and it's a glaring omission from the product.
@Patrick, thanks for the feedback. I'm not arguing that it's not going to be done - and I can agree with everyone here that it should be in the product, and will be in the product. What I don't want to do is implement a feature that everyone likes the idea of, only to implement it incorrectly - hence the questions.
Out of interest, how to you collate, manage and action the open ended questions you're currently asking customers?
I think Zendesk is missing a feedback after the ticket is solved. For my company the question is: "How does the person feel about the ticket resolution?" Is he/she happy, furious, disappointed etc. It doesn't have to be rating... even better if it isn't.
We can track the time it takes for ticket resolution, but we don't know if the requester is happy with it.
Hope this helps.
Certainly depends on case volume but a 10% or 20% response rate on a few hundred daily cases is pretty manageable. As case volume rises, maybe you only spot-check or look at the highest and lowest scored. But this is all a good problem to have. Which isn't possible right now with ZD.
Just adding my two cents here, but if the ratings questions were to go out in a SEPARATE email after the case is solved, we would not use them. Our customers already deal with email overload and it would be inappropriate to send ANOTHER email after their issue is resolved. I'd like to be able to add it to existing emails, particularly the "solved" template or even at the bottom of all the templates (though we'd likely get premature feedback this way).
@Michelle, we tried it both ways and a separate email got a 5-10x higher response rate. And we've never received a complaint.
Ok, that's a good point, but I just want to make sure there's a way to turn off the automatic separate email for certain types of tickets (e.g., unsubscribe requests) where it would be inappropriate to send another email (e.g., after we just assured them they were totally removed from all mailing lists!)
Currently I use Wufoo to have customers rate support and it has been working well. While it would be nice to have this built in, I fear that it would require a lot of time and still wouldn't have the flexibility that is afforded by a traditional survey/form software. Just my thoughts.
@Corey: What value do you actually get from using surveys and forms? How do you quantifiably analyse the feedback on a survey? How is this applied to your business practises, and how does it tie back to individual agent or team performance?
@Jake The survey that we send out to our customers has 4 questions on it that measure the quality of the dialog between the Agent and the Customer along with rating the overall quality of the agent as perceived by the customer. The questions include:
Rate the Agent on the following areas on a scale of 1-5, 1 being low and 5 being high
Timely Response (TR)
Knowledge of Product (KP)
Professionalism in email or on phone (Prof)
Solution provided to resolve ticket (Sol)
We receive over a 10% response and we set goals to have an overall specific approval rating based on an aggregate of all responses and categories. i.e. ((TR + KP + Prof + Sol)/4)/5 This will provide the approval percentage that we base goals on for overall satisfaction with our department. We also monitor the surveys as they are received and will promptly respond to dissatisfied users to ensure that we effectively address their concerns.
From an individual standpoint, we follow the same equation above, but only for their responses and set a goal for them on a quarterly basis to improve their scores.
From a higher level, this provides a metric that we can use to measure the satisfaction of our customers along with performance for our agents.
Let me know if you need any clarification on this.
@Corey: sweet, thanks. I'm playing devil's advocate with this a little, as there's a hell of a lot of theory around ratings and effectiveness of surveys, so forgive the seemingly dumb questions.
One other thing I'd love to know is, are you able to pull a spreadsheet of all the ratings you've had historically on all questions with a rating of 1-5?
I would be interested to know if respondents suffer from the bias of extremities, where the ratings 1 and 5 received disproportionately more responses than 2,3 & 4.
@Jake Yep, we have all of the previous entries saved and when we run reporting it shows a breakdown as to the % of responses that are 1's 2's etc.
Definitely play devil's advocate on this one. Rating the effectiveness of a department is hard and I'm sure that many organizations will do it differently. That is why this is a tough feature to implement.
I hesitate to mention this because it will play in to ZenDesk's position that this is a hard feature to add, but: I would strongly advise *against* rating on more than 3 categories. We have customers rate the overall customer support experience on a 4 point scale and offer one open-ended question and it works great. We get 15-20% response rates. We are able to pull a list of all the feedback. The extremities are by far the most important grades. And this is by far the most important individual and group metric that we track. Way more important than response times, resolution on first response, etc.
Zendesk itself is using some sort of integrated feedback gathering device... because when I had a zendesk support case resolved, the 'solution' email included the following:
Your request (#59598) has been deemed solved.
Click the link below to complete this request by rating your satisfaction.
Are you planning to somehow integrate an api with SurveyGizmo so this could be somewhat automated?
We too, are looking for a way to get feedback after every closed ticket.
Is there some script or process youy're using that generates the URL and adds the ticket number and the agent name? I notice that embedded in the URL.
@Ldeckel: You mean an integration like this: http://www.surveygizmo.com/survey-blog/integrate-customer-feedback-... ;)
Definitely cool but hopefully ZenDesk is still planning to incorporate simple post-case surveying right into ZenDesk.
So with 59 comments, 29 votes and 16 subscribers - who am I calling tomorrow (Tuesday) to talk more about this? My email is email@example.com - if you can help, give me a phone number and a time you can talk (will take only 15 mins!) and you'll be a key contributor to this... if we implement it I mean ;)
Just a minor note, I hope this will be optional. Not everyone will want a rating system, so hopefully it's an on/off feature.
I agree with Rosalie, this feature should be optional, and furthermore, it should be customisable to organisation as well, so that when the solved email is sent to users of Company XYZ, they will see the rating system, however if the solved email goes out to Company ABC, they wont see the rating system because the Admin has disabled this feature for them.
Well said, 'community engine'. That would be the absolute ideal. Choice over who see the rating system. Wonderful idea!
Lastly, there should be a way to be able to generate a report, preferably by organisation, on the responses being received. Ie, the report should, for example, have the organisations listed in one column who have this feature enabled for them, and the headings of the following columns should be "1 star", "2 stars"....."5 stars". Reporting should allow filtering by date range as well.
FROM: 01/01/2010 TO 30/06/2010
ORGANISATION 1 STAR 2 STARS 3 STARS 4 STARS 5 STARS
Community Engine 3 5 1 7 9Company XYZ 9 6 8 3 1
@Community Engine, Rosalie: Why would you not want to show the option to rate to some organizations? Surely this completely skews results, and introduces conscious bias into the results.
Can't argue the point. You're right. It would skew the results.
I'll go back to just wanting the feature to be optional - for all clients or none.
(That's until Community Engine makes the case and swings me back again. Carry on as you were.)
It comes down to the relationship with the organisation. For example, if we offer two levels of support, basic and premium, then we may want this feature only available to our premium customers because they pay the bigger $$$ and therefore require additional love and attention and the best support because they are paying for it. It may be the bigger customers that we want to focus our efforts on. This is just an example. Im quite sure that other organisations may have other situations that may result in them wanting to offer this feature to only a select few organisations.
Another example is that we have our ISP or another vendor logging tickets for whatever reason (such as to advise us of an upcoming outage etc). This ticket is moreso one way, and because its them servicing us, they wouldnt need to give us a rating because we didnt (need to) do anything on that ticket.
And in terms of skewing results, reporting can be skewed regardless, based on filtering and tampering when exported as a CSV (just as all current Zendesk reports allow), so I dont believe that this should be a concern as long as the person handling the reports is a trustworthy and reliable person (one would hope the admins are, hence the reason why they are the admins).
What is the status of this?
One thing I would ask for is an option for end users to opt out of future suverys, we have some who open a few tickets a day and wouldnt want to be constantly asked for ratings
It seems that most of this is focused on the ability of the requestor to give feedback. We need the ability for our sales people (non-agents) to be able to give feedback on the quality of tickets that agents are giving. Curretnly our sales people see the agents performance in SF but they need to be able to rank and agents responce as well. Lynne
Alrighty. I'm looking for beta testers. The more the better.
To qualify, you'll need to meet the following:
If you think you can help, you can either add a comment to this topic, or email me firstname.lastname@example.org
We're looking to start beta testing very soon.
Please consider us for beta testing of the feedback functionality, which we've noticed and have been using in our Zendesk support tickets this past week. Looks great!
Still looking for more beta testers for this.
With 22 subscribers, 72 comments and 43 likes I was hoping for a lot more!
I already sent you an email as a candidate, but got no reply.
I'd be happy to participate, as long as the feature is also available (once it goes into production) to Regular customers. It has been disappointing already that the Business Hours featured recently lanched is just for Plus clients.
Hey Jake -
We'd love to test! Count us in... I currently use SurveyGizmo to capture, like Zendesk previously used, but it is soooo clunky and slow. Feel free to email me the details!Thanks,Travis
Happy to help
I'm in! Is this why I got this on a closed ticket from you guys? I want this on our site!!! :)
I'll be in touch with all of you soon, including those who emailed me personally. I've moderated all the comments revealing secrets :)
Hey Jake: we'd love to beta-test this, too, even though we have more like 30/40 tickets/week than 100... we primarily use Zendesk as an email-based helpdesk, at the moment, though we're looking to change that... if this is anything like the system that you employ for your own email tickets, (or like Google Enterprise Support, or whatever) - we're in! :)
If not - can't wait 'til it's out. I'm currently building a separate webform which will do ratings and which we can then do ticket analysis on, but it'll be clunky for a number of reasons...
More than happy to test this one.
I'd be happy to help test this.
Could you let me know if there is any planned release date for this feature?
This is one of the feature we want to have, I'm happy to test it, thanks.
I wanna test it!! thx
Any news on when we can expect this to be available? Any more room for beta testers?
Alright, this is the last call for beta testers. The beta starts this week, kicking off with two webinars which are invite only. Let me know if you're interested, as after Thursday entry is closed!
I want to be in Jake, if the messages can be translated?
I woud like to join this beta...
@Alessandro: Sorry, Alessandro, but we're unfortunately only able to invite customers on paid plans to beta periods.
But I'm a Plus+ customer! My account is: 2sec.zendesk.com...
@Alessandro: Ah, sorry about that. The email address you're using to login to support.zendesk.com is different from that on 2sec.zendesk.com so I didn't pick up the connection - email is in your inbox!
Has the email with the following subject line (Request #85518: How would you rate the support you received?) something to do with this BETA-testing you guys are currently doing? I'm looking forward to see this in a future release.
any idea in when this will be released?
@Pete: I sure do! Just can't tell you :) Very soon though...
I'm in. Please consider Lomadee for beta testing of the feedback functionality!
@Rodrigo: Sorry! Beta is now closed unfortunately. We're reaching the end of the beta phase. Stay tuned for public availability.
This metric just got added to GoodData... Soon can't be soon enough!
Great news for us because we are going to upgrade our trial next week. Thanks for working on this feature, it is must have and I hope it will be released very soon!
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