Customers have two ways to rate tickets. They can respond to the link in the customer satisfaction rating email or sign in to your Zendesk help center. In your help center, customers can access their recently-solved tickets and either set or change the rating if they feel that you have followed up on the issue to their satisfaction.
This article includes some tips and tricks on how to change bad satisfaction ratings to good. To learn how to enable customer satisfaction ratings, see Using CSAT (customer satisfaction ratings).
This article contains the following sections:
Accessing satisfaction ratings
The first step to changing your bad customer satisfaction ratings is let your customers know how to make the change. There are two locations customers can set or change their satisfaction ratings:
Satisfaction rating email link
Most customers give their satisfaction ratings through the email link that is sent automatically when a ticket has been set to Solved. The link is valid until the ticket closes. Your customers do not have to be signed in to rate their tickets. Clicking a response link in the email opens a temporary URL to the ticket and prompts the customer to rate the ticket and add an optional comment. See example below:
When the user clicks the temporary URL, it opens the ratings page. See example below:
My Activities page
The most important component of allowing your customers to change their satisfaction ratings involves allowing them access to the My Activities page underneath their help center profile. For more information on the different ways you can allow customers to access Zendesk, see Configuring how end user access and sign in to Zendesk .
From within My Activities, your customer can change their satisfaction rating for any reason. It’s a great way to turn a Bad rating to Good, if you’ve provided additional follow-up to an issue.
To navigate to My Activities
- Click your profile icon on the upper-right side of any help center page, then select My activities.
The customer can also add any follow-up comments as part of the ticket when they change their satisfaction rating as well.
Addressing bad satisfaction ratings
When you do receive bad satisfaction ratings, there are a couple of ways you can try to change the satisfaction rating to good.
This section outlines the following methods:
Creating a bad satisfaction trigger
A few ways of dealing with bad satisfaction ratings includes sending a notification email to the agent, to specific follow-up customer service agents, to a group, or even to a Slack stream where it might be dealt with in a more company-wide manner. Zendesk allows you to make the decision on how these ratings are dealt with, using triggers.
You can use the following trigger to notify a group of agents about a bad satisfaction rating:
For Meet ANY of the following conditions, both Satisfaction > Changed to > Bad and Satisfaction > Changed to > Bad with comment are included. This ensures the trigger will fire upon receiving either rating. If you want to change who is notified about the rating, change the notification action. For more information, see About triggers and how they work.
Responding to bad satisfaction ratings
One obstacle to overcome in changing your satisfaction ratings is to familiarize your customers with the sign-in process on your help center, if they aren’t already accustomed to it.
You might create a macro explaining how to do this, including instructions on how to receive a sign-in password. Below is an example draft:
Hi Customer,
We're very sorry that you were dissatisfied with the service we offered, though we're also quite relieved that we were able to find an adequate resolution for you. If you would like to change your satisfaction rating, you can sign in to your account at youraccount .zendesk.com and make the changes by going to My Activities, then selecting the ticket you'd like to update.
If you have never signed in to our Zendesk Support Help Center before, you can request a password by using the email address that we communicate with you through and clicking on the "Have you emailed us? Get a password" link at the bottom of youraccount .zendesk.com. You can follow this link to create a password.
Once you’ve created a password, you can then sign in and view your open tickets or your entire ticket history. The tickets that have been rated can be found in the My requests section of My Activities.
Let us know how you feel! We’re always happy to help.
In addition, you could add the placeholder {{satisfaction.rating_section}}
along with triggers to send out the unique email satisfaction URL again either along with the macro or after a potential further update is made to the ticket. The {{satisfaction.rating_section}}
placeholder retrieves a formatted block of text, prompting the customer to rate or change the satisfaction response. The text will differ depending on whether or not the customer has already provided a rating. For more information on placeholders, see Using placeholders.
Another alternative you might consider is to send bad rating comments to an external target like Slack or Zendesk SMS. This is where the collective help of your entire team might be useful, so you can receive the input and assistance of many. For instructions on setting this up, see Notifying external targets .
There are a number of ways to get the word out and to focus your support energy. You can use just one or a combination of these strategies. With the ultimate goal being to offer the best support possible to your customers, you should open as many lines of communication between your customers and your support team as possible.
22 Comments
Very helpful article! I have one question. I want to put the {{satisfaction.positive_rating_url}} directly into a ticket reply, to offer the user the opportunity to change his rating.
But in a test message I sent to a fake user (not an agent), when I clicked the link, it required a login. Is this expected? Or is it perhaps due to our SSO?
Our users don't normally have to login to rate a ticket from the {{satisfaction.positive_rating_url}} which we use in our satisfaction automation.
And I really don't want to bother a negative user with having to create a login to give us a positive rating! I think it really decreases the chance of getting the desired result if we have roadblocks.
Would the behavior be different if I used one of the options above?
Hey Marci!
So either {{satisfaction.positive_rating_url}} or {{satisfaction.rating_section}} should work for a follow up to a bad rating. It would need to follow a ticket where the satisfaction has already been offered though.
If you used those placeholders in a new ticket or one where the satisfaction hadn't been offered yet, it would prompt the user to login to view their request.
Hope that helps!
This has been a lifesaver for our CSAT! Interesting if other folks are encountering errors where Customers swear they didn't rate a ticket negatively. The shortcut Molly shared about is great in that instance, but it still seems odd given how much whitespace is between the two links in the section. We've had 4 out of 168 ratings wind up in that state. 2% is not a lot in the scheme of things, but surprising to me nonetheless.
Hi,
How can i find the history of the original rating if a customer changed their rating?
Please advise for both good data and explore options
Thank you
@Rob Baker, I am dealing with my company's second bad rating and second case of "I didn't know I had submitted a rating at all!" I sure hope this doesn't keep happening. The first case was this summer. And we don't like it. : |
Hello! I just sent the instructions to our customer so he can change the bad rating. After following the instructions, he doesn't have the option of "change rating" as explained above. Why could be the reason? He is logged in into Zendesk portal.
Hello Marcia,
If the ticket that they are trying to adjust is a closed ticket, then they will not be able to submit an edit as a closed ticket is un-editbable
If that doesn't happen to be the case, we can create a ticket for your and follow up privately.
@Bob Sherer - This topic discusses a possible reason for these bad ratings - https://support.zendesk.com/hc/en-us/articles/115012836948-Why-am-I-receiving-unexpected-bad-satisfaction-ratings- . I'm worried about the workaround negatively impacting the number of ratings we get by doubling the click count.
This article is great!
Is there a way to track the number of "bad" ratings that have been changed to "good" and/or vice versa?
Thanks!
Hi Nathan,
If you're using Insights to pull this information you have a couple of options. You can set up a trigger to tag any tickets that go from Bad to Good. Then create an Insights report to pull tickets that contain that tag.
The other option would be to use the # Satisfaction Change metric to see what tickets changed to Good or Bad.
You can view a full list of available metrics within Insights here: Insights metrics reference
Hope the above information helps!
Hey Nathan,
As far as I can tell there's not a similar metric within Explore so Insights will be your best option. Here's a list of existing Explore metrics: Metrics and attributes for Zendesk Support
Hope this helps!
Hey Laura,
Great question!
We're actually hosting an Explore Recipes AMA discussion on Tuesday from 9am-11am CDT in the following topic: Ask Us Anything about Explore Recipes - Tuesday, August 27
During that time we will have some Explore experts available to answer your recipe questions :) I would recommend cross-posting your question there as they will definitely be able to point you in the right direction!
If you can't attend the AMA at that time feel free to post your question there ahead of time and we will be sure to get it answered.
Cheers!
If I want to define an adjusted CSAT based on the bad-to-good rating, how do I do that? For example, Explore will only show me CSAT and then those that were changed from bad to good. However, the CSAT is the score before the bad ratings were changed to good, correct?
Hey Denielle,
If I'm understanding you correctly, Explore should update with the new good rating once your sync time kicks in.
Let me know if I'm misunderstanding your comment!
I think my main feature request is the ability to delete bad satisfaction ratings. There are no methods for this that I can see.
Is there a way to change satisfaction ratings? I checked the trigger but there is only an action "User is asked" or something.
It's possible with extensions I saw but I don't want to build one for that.
Is there a way to require the customer to leave a comment for bad satisfaction scores?
Same issue as Marci: "when I clicked the link, it required a login. Is this expected? Or is it perhaps due to our SSO?
Our users don't normally have to login to rate a ticket from the {{satisfaction.positive_rating_url}} which we use in our satisfaction automation.
And I really don't want to bother a negative user with having to create a login to give us a positive rating! I think it really decreases the chance of getting the desired result if we have roadblocks
"
This part wasn't responded
Hi Brett Bowser! I don't see the satisfaction score being updated. Here's a screenshot:
I see 3 Bad to Good Ratings, but still 0.0% Satisfaction Score. How long does it take to sync?
Hi All
The capacity to response a satisfaction survey is only for Zendesk users? We receive tickets from external clients and we would like to receive feedback from them after solving a ticket.
Any help about this?
Best
Hi,
Is it possible to only show the final rating for a tacking in stead of all ratings for the one ticket in the CSAT score?
Hi Camilla Sivertsen,
Thanks for reaching out! You should only see the final rating of a ticket when you are viewing the "Satisfaction" column of your ticket views or if you click on the ticket itself. If you are interested in seeing if a customer had changed their satisfaction, you can see that in the "events" section of a ticket. Ratings can be changed until the ticket is closed.
See the articles: Using CSAT and Viewing customer satisfaction score and ratings.
Please let me know if you have any other questions!
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