When you enable CSAT (customer satisfaction ratings), a simple survey is added to your messaging workflow, allowing your customers to provide feedback about their support experience. These surveys are completely optional for your customers.
CSAT must be enabled in Zendesk Support before you can offer satisfaction surveys to your customers. See Enabling and using CSAT for enablement steps, as well as more information on CSAT functionality and reporting.
This article includes the following topics:
- Understanding the end user experience
- Understanding how the survey functions
- Disabling CSAT in messaging
Understanding the end user experience
A CSAT survey request is triggered when a ticket created through a customer conversation is marked as Solved. The text included in the survey is localized into one of the available Zendesk languages based on the customer’s location data.
A CSAT survey has two components which are presented to the end user as follows:
- Rating: The end user can click Good or Bad, depending on their opinion.
- Comment: The end user is invited to leave a brief comment describing their experience. The comment request appears only if the end user clicks a rating option.
- Feedback reply: After the end user enters a comment, a standard reply is offered.
Note: Currently, the CSAT text cannot be customized.
Each step in the CSAT survey is optional for end users. If they do not wish to participate, they can type a new message in the composer, or end the conversation with no further action.
If end users choose to ignore CSAT and respond in the composer:
- If ticket is marked Solved: Ticket will reopen.
- If ticket is Closed: Answer Bot will initiate the re-greeting flow.
Other factors to be aware of:
- CSAT data will be ignored if it is provided after the ticket is closed.
- CSAT collection is localized in the standard Zendesk languages.
- CSAT is collected on the last active channel. If the conversation has moved from messaging to email, for example, CSAT will be collected through email.
Understanding how the survey functions
When you enable customer satisfaction rating for messaging, a system-generated trigger called Request customer satisfaction rating (messaging) is created. This trigger displays the survey to your customer immediately after the ticket is solved. See Understanding the CSAT trigger in messaging for details.
The CSAT survey in messaging uses the same settings as CSAT in Support. You can view your CSAT settings in Zendesk Support by clicking the Admin icon, then going to Settings > Customer > Satisfaction.
CSAT functionality in messaging has the following limitations:
- Question text is not configurable.
- Agents cannot manually launch a CSAT survey. It can only be triggered when a ticket is marked as Solved.
- CSAT collection is represented by the Answer Bot avatar in messaging. This cannot be configured.