Why am I receiving unexpected bad satisfaction ratings?

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66 Comments

  • Jimmy Rufo

    It is beyond me that Zendesk can't figure out a way at minimum to determine if the negative CSAT is from one of these known false positives, so we can avoid an awkward conversation with our clients about this.  If you can't prevent these false positives, some intelligence surrounding the possibility that these are false positives would allow us to flag and action without unnecessary client intervention.

    2
  • Tobias Hermanns

    Hi,

     

    we have the same issue and it´s such frustrating.

     

    Zendesk any update on that?

    2
  • Franck Badin

    Hello, as all of us we encounter this issue and it is getting more and more important.

    We used workaround one with the url but our satsifaction retune rate decresed by 10 points going down to 5%.

     

    I would have like to make differiencated survey depending our knowledge wether the customer has the extensor or not but it is too complex to handle.

     

    Is there an andpoint to reset the satisfaction survey to nill ?

     

    If so, we, Zendesk idealy, would be able to add a third link (invisible) in the regular satisfaction survey.

    Hence, automated system will click last on this reset satisfaction survey link instead of the Bad evaluation one.

     

    Please Zendesk, do something.

    Best regards

     

    3
  • Alexia Stemann Dahl Wolfhagen

    We are seeing an increase in false-negative reviews now, and have to spend way too much time on having clients correct them. 

    But it seems that Zendesk is not gonna do anything about it. 

    Changing the rating to the suggested solution is not an option - as this will leave us with an even lower response rate which is already only 5%

    5
  • Ollie Parker

    Fully agree with Alexia.

    This is becoming a frequent issue that's causing frustration and stress within our team; as we make every effort to follow up on negative feedback to try and draw useful comments from our customers and to have wider-discussions around the service they've received.  So you can naturally imagine the awkwardness of those conversations when they had no idea that a response was even given! 

    The only suggested workaround would completely cripple our response rate and is therefore an unacceptable option.

    We recently attended an Explore training session to better understand our reporting potential and have been working hard on a number of KPI & SLA-focused dashboards for reviewing at a senior-level and having to explain each month that our CSAT isn't accurate, paints a really unprofessional picture and doesn't put our team in the best light. 

    Overall it really feels as though we're making excuses.  So let's own up to the problem and find a viable solution instead! 

    As we now expand our Zendesk offering to include additional brands and Agents, we expect the product to be able to satisfy these requirements - this does not reflect well on the normally excellent service Zendesk provides.

    4
  • Jimmy Rufo

    It seems the suggestion made a few comments up would be perfect, if someone on the ZD side would just listen and make it a priority to include a link that would snare automated click attempts.  Matt Wisse for transparency, as its a common problem with our account.

    "if Zendesk would be able to add a third link (invisible) in the regular satisfaction survey.

    Hence, automated system will click last on this reset satisfaction survey link instead of the Bad evaluation one."

    3

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