Using CSAT (Professional and Enterprise)

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100 Comments

  • Tim von Gimborn
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    Please work on a responsive CSAT page. These days roughly 50% of the traffic is mobile. Not having a responsive page is unprofessional.

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  • Maggie St. Clair
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    We just enabled the satisfaction reasons and received our first bad rating with a reason. This is great (not that we got a bad rating, but that we have that extra layer of info into why it was bad), but we are looking for a better way to make our users aware of when a ticket has been rated bad. I know I can set up reports and emails in GoodData to send to the manager of the Support team to report on bad ratings, but is there a way to email both the ticket assignee and the manager when a ticket is rated bad? This way our agents are not bombarded with emails unless they have received the bad rating. Any suggestions on making this easier to report to our agents are greatly appreciated. 

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  • Insoo Lee
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    # if Agent's solved Reopen ticket's
    zendesk send another satisfaction rating feedback mail?


    # % Satisfaction Score include Reopen Tickets feedback?

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  • Richard Dawson
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    We have two stages for our ticketing within the same brand.

    • Service Turn up
    • On going support

    Can we have two distinct CSAT ratings?

    We have a means of distinguishing via different ticket Forms or use of Tags.

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  • Greg Johnson
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    @Maggie St Clair, take a look at Automatons for making a rule that would notify on bad surveys.   

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  • Lisa S
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    Hi there,
    Is there a workaround to report only on a single response per ticket? For example; ticket is rated (first time) and this is included in reports. Then, ticket rating is updated by customer (second time) and only this rating is reported on; it effectively nullifies the original rating.
    Is this possible?
    Thanks!
    Lisa 

     

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  • Maggie St. Clair
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    Thanks, Greg! That got us what we needed. 

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  • Trevor Tarakjian
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    Hi there!

    How do you guys go about making sure that one user is unable to rate the same "experience" multiple times? For example, one of our users replied once to an email CSAT and twice to two separate voice interactions. Let me know if you have any ideas (or if I'm missing something obvious!)

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  • Heather Rommel
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    @Trevor, I dont think you can limit it per total "experience" but If you want to stop sending CSAT requests to that user, add a tag to that user or ticket and update your CSAT automation to not fire when it sees that tag. I wish I had a bettwr solution. Maybe with omnichannel it will get better at some point.

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  • Deep S.
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    We have set up a daily reporting on the CSAT Score and respondents. I have observed that the respondents to CSAT on a particular day change with days. Increase in respondents is understandable, under what cases do the respondents decrease?

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  • Deep S.
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    Quick Q's community - Can a CSAT respondent update last ticket's 'Bad' rating to 'Good'? Can a CSAT respondent take down his 'Bad' rating and yet not give a 'Good' rating?

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  • Nicole - Community Manager
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    Hey Deep -

    Yes, users can change their CSAT rating. Customers can access their recently solved tickets change the rating, which sometimes happens if you've gone back and successfully resolved the issue, if they accidentally clicked the wrong rating, etc.

    You can find more information in these articles:

    Changing bad satisfaction ratings to good

    How can end-users change their satisfaction rating

    I'm still looking into what might effect the numbers of respondents. For a user to change their rating, they have to select the other, i.e. change from "bad" to "good." There's no null value or way to simply remove the response.

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  • Gregory Christen
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    Hey Team,

    Is it possible to limit sending a CSAT survey only to tickets with an agent response? We currently receive a decent amount of automated emails, which do not elicit an agent response. However, with our current triggers, the CSAT rating is sent for any case marked as "Solved". Thanks!

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  • Heather Rommel
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    Hi @Gregory,

    We usually add a tag to the user account of those automated emails, this way the tag is inherited by any of the tickets created with them as the requester.

    Then, we updated the applicable triggers and automations to not fire off when that tag is present.  Including CSATs!

    Hope that helps....

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  • Gregory Christen
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    @Heather Great idea. Thank you so much! 

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  • Crawford Philleo
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    I have a quick question about the end-user process: When they click the link to rate the ticket, do they have to also click the "Update" button on the page they are sent to, or does the rating get set on the ticket if the customer clicks the link (let's say for "Good, I'm satisfied"), but then fails to click the "Update" button on the page itself?

     

    Thanks!

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  • Heather Rommel
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    @crawford
    I could be mistaken but I believe it saves the rating even if the customer doesn't click update. It does take ~24 hours to show in the Csat scores/reports. If the customer hits Update, it reflects immediately. In other words it saves in both cases but didn't reflect immediately in your stats unless they hit Update. Hope that makes sense. And hope it hasn't changed since I last checked!

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  • Tiffany Miller
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    Can I create separate automations to trigger different CSATs according to my process? In other words, if I want to check how the user is doing during their experience with us, can I send multiple CSATs per ticket?

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  • Customer Thermometer
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    Hi @Tiffany,

    You can check us out on the Zendesk AppStore, but we provide a solution that will let you embed one-click feedback buttons directly into any of your ZD Triggers or Automations. This means you could embed our buttons into your ‘Notify requester of comment update’ trigger, enabling you to check how the user is doing throughout their experience, without sending them any additional emails.

    The great thing is that you can even choose to have the feedback automatically written back to the Zendesk ticket, where it will appear as an internal comment.

    Given the question in your post about seeking feedback throughout the user’s experience, we thought you might find this is a useful solution.

    We have many customers using Customer Thermometer this way within their Zendesk accounts - you can read about it here if you’d like more details, but please reach out to us if you have any questions.

    I hope that helps.

    Best wishes,

    The Customer Thermometer Team

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  • Brett - Community Manager
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    Hi Tiffany,

    You can certainly set up different automations/triggers with the desired conditions and have that send out a satisfaction survey using the satisfaction.rating_section placeholder.

    The above placeholder is what sends out the satisfaction survey to the requester of the ticket. So as long as you include this placeholder in your ticket update the survey will be sent.

    Additionally, you can set up macros that will leave a public comment on the ticket which can also include the satisfaction placeholder.

    Let me know if you have any other questions :)

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  • Tiffany Miller
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    Thank you Brett!

    Is there any benefit to using macros versus triggers? I originally created a trigger, but am wondering if I should use a macro instead? I guess the macro will keep it all in one ticket versus sending out separate CSAT emails?

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  • Brett - Community Manager
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    Hey Tiffany,

    Macros require a little more manual work for your agents however they can at least provide the satisfaction survey when they would like instead of certain conditions needing to be met in the trigger/automation. As you also mentioned, the survey would then be sent out through the ticket update notification email instead of having to create a separate trigger/automation which may make it a bit easier to manage.

    Other than that there's no big difference :)

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  • Tiffany Miller
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    Thank you Brett!!!

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  • Brett - Community Manager
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    No problem at all Tiffany :)

    Let us know if you have any other questions.

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  • Սմբատ Պետրոսյան
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    The article says that

    The view (Rated tickets from the last 7 days) gives you a quick overview of the rating activity, with a Satisfaction column containing both Good and Bad ratings. You can clone and modify this view or create your own. This view is inactivate by default.

    1. The view is actually active once it's created (after enabling customer satisfaction ratings)

    2. Seems there is something wrong with the usage of word "inactivate" in terms of English grammer.

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  • Bas Tensen
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    I am considering Zen for my organisation.

    I cannot seem to find any CSAT type survey module, that pops up instantly, straight after the customer chat ends. I am using that on another platform at the moment and it works well.

    Where do I find documentation about this tool/ability with Zen?

     

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  • Heather Rommel
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    Hi @Bas,

    I'm not sure where it's posted but I just took a screenshot during a chat. It doesn't pop up at the end, it's at the top unless the agent "pushes" a rating request during the chat.

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  • Richard
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    We have a lot of customers who send in a lot of tickets. Some customers complain we send to much surveys, however we do not want to disable the surveys completely per customer of overall..

     

    Is there a way to reduce the amount of surveys being send to a customer? So not after every solved ticket.

     

    For example, only send survey if no survey was send last 7 days.

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  • Nicole - Community Manager
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    Hi Richard -

    You may find the Automations in this Community Tip from one of our Community Moderators helpful: Reducing Satisfaction Surveys

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  • Steve Morrell
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    We have started to see a serious issue with CSAT. We are B2B and work with many big companies.

    Out satisfaction used to be 97%+ and we had so few bad reviews that we were able to follow up directly with customers that gave bad reviews directly for further feedback.

    Our satisfaction has fallen to about 87% over the last year, and almost every time I've approached customers for feedback, they say they never clicked the review. In fact, 50% of our bad reviews come from one company that we have very close relations with. We have other spikes where a few companies combined are responsible for the majority of negative reviews.

    We believe that this is due to spam filters, where the buttons and links are "pressed" by the filter.

    At this stage, CSAT is basically useless for us, as we have to either exclude certain companies from it, discount any reviews that don't come with a comment, or accept the high level number is distorted.

    Is there any way around this natively? For example: only allowing bad reviews if they include a comment. Without this, we'll just have to invest in doing a survey outside of Zendesk.   

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