Looking at satisfaction ratings with comments Follow

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4 comments

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    Aswin Kannan

    There should be a way to view the comments, or add a simple date range filter in the views (hours is not helpful). Moreover, I'm surprised to see that this data cannot be integrated in Insights. All we want to see is the satisfaction comments, ticket-wise, separated by ticket channels.

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    Nicole Relyea

    Hey Aswin - That's great feedback. I saw that you also posted it to the Product Feedback forum, which is great. That's where the Product Managers go to see what might be useful for users. 

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    will

    For the record, zendesk improperly uses the word "unsatisfied" when asking people for feedback e.g. "Are you unsatisfied?" This is incorrect grammar. People can never be "unsatisfied" rather "dissatisfied". Look it up and change it!

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    Nicole Relyea

    Hi Will - 

    Thanks for your feedback. As a fellow grammar nerd, I feel where you're coming from. So to indulge both of our curiosities, I did some research, and it appears to be a grey area of semantic differences. Here's what I found:

    "Unsatisfied" usually implies a sense of incompleteness, whereas "dissatisfied" usually implies a sense of wrongness. 

    Another way to put it is that "unsatisfied" often implies that a greater amount of something - in this case, we'll say  information - is needed, whereas "dissatisfied" tends to imply that the quality of something was poor. 

    Users could be indicating either that they need more information or that the quality of the information was poor. My guess would be that our team chose "unsatisfied" with the assumption that people are generally responding to thinking that important details are missing, rather than that they are feeling disappointed or displeased with the answer.  

     

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