Changing bad satisfaction ratings to good

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15 Comments

  • Marci Abraham
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    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?

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  • Molly
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    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!

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  • Rob Baker
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    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.

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  • Hema Mansukhani
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    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

     

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  • Bob Sherer
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    @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. : |

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  • Marcia Keren
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    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.

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  • Patrick Bosmans
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    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.

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  • Rob Baker
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    @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.   

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  • Nathan
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    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! 

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  • Brett - Community Manager
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    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!

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  • Brett - Community Manager
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    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!

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  • Laura Hatajik
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    So if I have Explore (no Insights) - How can I see which tickets were rated BAD and then changed to GOOD? I know there is at least one, I just don't know how to view it! 

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  • Brett - Community Manager
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    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!

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  • Denielle Barcelona
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    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?

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  • Brett - Community Manager
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    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!

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