Customizing your customer satisfaction survey

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81 Comments

  • Waseem Khan

    Hi Team,

    Below is our requirement.

    1) User sends an email

    2) Tickets gets solved by the agent

    Expected: We want to trigger csat survey only if the customer has agreed to get csat.

    Can we achive this by sending any link to the customer to capture the value with question csat required yes/no?

    Once the user responds the same value has to be captured in the ticket (with Yes or No)

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  • Ben Van Iten
    Zendesk Community Team

    Hi Waseem,

    What I might recommend in this case is to have a checkbox ticket field where your agents can indicate whether or not it is okay to send the CSAT survey, and then you can add a condition to the automation or trigger that sends the survey that it can only send when that box is checked.

    Does this make sense? If I'm not understanding your use case properly please let me know!

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  • Felicia Reid

    Is there a way to have the customer satisfaction rating included within a ticket when it is moved to solved?

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  • Heather Rommel
    Community Moderator

    Hi Felicia Reid,

    Yes! Just add the placeholder into your Solved ticket trigger.  I recommend turning off the automation if you do that so the customer doesn't get asked twice...unless you want it that way :D

    placeholder  {{satisfaction.rating_section}}​ 

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  • Rachel Johnsen

    Do anyone know the ideal dimensions for the emoticons? If we were going to use an image to rate satisfaction. 

    Thank you!

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  • Cory Brown

    Rachel Johnsen 

    Up to you, but I'd start with around 60x60 px. 👍

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  • Rachel Johnsen

    Cory Brown thank you!

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  • TN

    Erin Boyle, Is it possible for the customer satisfaction survey to be presented to the customer based on their language preference?

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  • JJ
    Zendesk Customer Advocate

    Hello TN,

    Just forwarding the previous comment from Becca a couple of years ago:


    "The Customer Satisfaction survey is fully internationalized so the survey section should be translated to match the language in the requester's user profile. If no language is set, it will be sent in your account's default language listed under Settings > Account > Localization. 

    You can customize the content of the email message beyond the rating section i.e. Good, I'm Satisfied/Bad, I'm Unsatisfied (this part is automatically translated) using dynamic content. See Providing multiple language support with dynamic content (Professional and Enterprise). In general, you would create the translations of the email text for the survey in each language you'd like to support and then use the dynamic content placeholder in the body of the Satisfaction rating automation. 

    This would then send satisfaction ratings emails based on the user's language set in their user profile. 

    1: Create the dynamic content for each language 



    2. Copy the generated placeholder: 


    3. Replace the email message body content with the dynamic content placeholder 

    [end of the comment]".

    Hope that helps!

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  • Shailja

    Hi Everyone,

    I need urgent help with CSAT.

    I have my own code of CSAT and I would like to implement that code to use my CSAT. I'm unable to find any option where I can put code and implement it. I put out code in the automation email body but getting error like "it should be less than 8192 bytes". I shorten my code but still getting the same error.

     

    I asked multiple times to zendesk team about where I should put this code and how, If I'm doing something wrong, please point me in the right direction so that I can save my time.

    You guys are proving an opportunity to customise CSAT but this way we can't implement anything.

    If anyone can help me with this, will highlight appreciated it. 

     

     

     

     

     

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  • Cory Brown

    Shailja I can help!

    Put your customized CSAT code in a dynamic content snippet. Then reference the dynamic content placeholder in your automation. Dynamic content doesn't have the same byte limit that triggers and automations do. 

     

    1
  • Shailja

    Hi Cory Brown

    Thank you for your help.

    I have added the same as you suggested but do I need to create automation or trigger settings for the same.

     

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  • Cory Brown

    Shailja No, you don't need to create a new automation. Use the existing one you were trying to insert your CSAT survey in. 

    Replace your CSAT code with the dynamic content placeholder. Something like {{dc.csat_survey}}

     

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  • Shailja

    Thank you, Cory Brown 

    But i have complete source code. Can I put the complete code under the dynamic content placeholder and then use that code to replace CSAT.

    I added a screenshot of how I added code. Please correct me if I'm doing anything wrong.

     

     

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  • Cory Brown

    Shailja Oh, that won't work. You can't use javascript in triggers or automations (email doesn't support javascript). 

    You'll need to find a version that uses only HTML.

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  • TN

    Thankyou @... That worked really well.

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  • Jason Samphier

    Hi Team


    I am looking to elaborate on the CSAT survey 2 have 2 questions. On occasion, the agent managing the case will provide great service however the customers issue is surrounding the company or the policy. 

    I would like to have 2 questions somewhat along the lines of:

    1. Are you satisfied with the service provided by the case manager you were in contact with?

    2. Are you satisfied by the outcome? OR Are you satisfied with the company?

    Can anyone advise the best way to tackle this? 

    Thanks

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  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Jason,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, you can edit the email body of your CSAT automation from the Support page > under Business Rules, select Automation. Open Request customer satisfaction rating (System Automation).

    From there, you can edit the email body and use the following placeholder provided in this article which is the, How would you rate the support you received?

    You can copy the following URL into your browser to rate:

    https://support.zendesk.com/requests/6655900/satisfaction/new/YDcPjHPTkJE1F2nO6qGJa8JzG?locale=1 after the question that you will have.

    This will give the end-user a link to choose between Good, I'm satisfied, or Bad, I'm unsatisfied as shown in the example provided within this article.

    Thank you!

    Regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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  • Anthony Pak

    Hi Zendesk Team,
    My company has recently started using the Zendesk CSAT automation service and I've had a couple questions about its limitations. Is there a way that I could perhaps implement an program that prompts customers to rate their experience on a 10 point scale? Also, a majority of the feedback from our customers does not include a comment. Is there a way that we could perhaps find a way to require a comment to be made whilst answering the survey?

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  • Dave Dyson
    Zendesk Community Team

    Hi Anthony –

    Zendesk standardized on the simple Good/Bad survey to encourage more replies, and unfortunately there's not a way to require a comment. However, there are a some apps in our Apps Marketplace that will allow you to send surveys in different formats (such as a 10-point scale):

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  • Cory Brown

    Anthony Pak Along with the choices that Dave presented, Simplesat is another add-on option that allows you to set the follow-up question as required. 

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