Viewing customer satisfaction score and ratings (Professional and Enterprise) Follow

professional enterprise plans

You can view your overall customer satisfaction score, individual ratings, comments, and satisfaction reasons (if enabled) in the Customer Satisfaction dashboard. You can also export your customer satisfaction ratings data.

Note: You must have enabled customer satisfaction ratings and received at least one response to view data in the Customer Satisfaction dashboard. See Using customer satisfaction ratings.

The Customer Satisfaction dashboard is available on Zendesk Support Professional and Enterprise plans. You must be an administrator to view the Customer Satisfaction dashboard. Light agents and Enterprise agents in a custom role with permission to view reports cannot view the dashboard.

This article contains the following sections:

Viewing your customer satisfaction score and ratings

You can view your overall customer satisfaction score and individual ratings in the Customer Satisfaction dashboard.

To view your current customer satisfaction score and ratings
  1. Click the Reporting icon () in the sidebar, then click the Satisfaction tab.
  2. Select a Reporting period from the drop-down menu.

    You can choose one of the available date ranges or set a custom date range up to 90 days. The reporting period applies to the entire dashboard and the CSV export option.

  3. In the Satisfaction section at the top you can see your overall score.

    Below your score you can see the total number or Good ratings, Bad ratings, and Solved tickets for the reporting period.

    Remember, the score is based on all ratings for tickets rated in the reporting period.

    Note: If your score does not appear, you might need to enable customer satisfaction by clicking Start surveying today. If you have enabled customer satisfaction, and do not see a score, wait for at least one response.
  4. In the Feedback section at the bottom you can see individual ratings and comments.

    Ratings appear in chronological order, started with the most recent rating.

    Remember, ratings are for all tickets rated during the reporting period (regardless of status).

  5. Do any of the following to further analyze your feedback:
    • To view the full version of a truncated comment, hover over the comment.
    • To view more ratings, click the next arrow or a specific page number at the bottom of the dashboard.
    • To view a user profile, click the user's name. To view a specific ticket, click the ticket number.
    • To filter by satisfaction rating, click Satisfaction: All, then select Good or Bad.

    • To filter by comments, click Comments: All, then select With comment or Without comment.

    • To filter by satisfaction reasons (if enabled), click Reasons: All, then select the reason you want to use. See Working with satisfaction reasons for information on this feature.

Exporting customer satisfaction ratings

You can export your customer satisfaction ratings and comments to a CSV file for further analysis. Note that export requests are rate-limited, so you can create only one export every 10 minutes each spanning a maximum period of 90 days.

The export file includes data for every customer satisfaction survey sent during the reporting period, regardless of whether a user responded. Surveys with no response are considered Offered, while surveys with responses have a Good or Bad rating.

To export customer satisfaction ratings
  1. Click the Reporting icon () in the sidebar, then click the Satisfaction tab.
  2. In the Feedback section at the bottom, click Download CSV.

    The request is sent, and you will be notified via email when it's complete.

  3. Click the link in the email notification to download a zip file containing the report.

    The download link is valid for at least 3 days.

    The CSV file includes the following information:

    Data Description
    Requester Name of the requester who submitted the customer satisfaction rating
    User ID Requester's user ID
    Email address Requester's email address
    Ticket ID Ticket number for the rated ticket
    Brand (Enterprise only) Brand name associated with the rated ticket, if you have multiple brands set up

     

    Group Name of the Group on the assigned ticket
    Assignee Name of the agent assigned to the ticket when the rating was received
    Satisfaction Rating of the ticket, either "Good" or "Bad," if the user responded, or "Offered" if the user did not respond.
    Reason (if enabled) Reason given for a negative rating. If the end-user did not select a reason, this column remains blank.
    Comment Full text of the comment, if any
    Survey date Date/time stamp (in the account's time zone) when the survey was offered
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Comments

  • 0

    I agree, this should be able to also be done in Insights - I don't want to navigate away from my main Dashboard just so I can see these metrics. I would like them in my main Dashboard.

  • 0

    If we have Zopim, and our Zopim chats automatically become Zendesk tickets, are those rate chat tickets going to be included in the Satisfaction dashboard?

  • 0

    @Denielle, yes satisfaction ratings on tickets created from Zopim chats will appear just like satisfaction ratings on tickets from all other channels.

  • 0

    Hi, I notice on the report there could be condition whereby 1 ticket number can be rated as Good & Bad. Or even worst, 1 ticket number got 3 bad rating in only several minutes.
    Do you know how to fix this?

    Thanks,

  • 0

    Hi Achmad!

    Customers have the option to change their satisfaction rating...is that what you're referring to?

  • 0

    Is there already any option to automatically report (and periodically email admins) with an export of Satisfaction Comments through Insights? I understand that the comments are tricky, given they're non-numeric and not quantifiable.

  • 0

    Hi Stephen!

    It looks like "Ticket Satisfaction Comment" falls under the HOW when creating a report in Insights. You'd want to make a report similar to this article. Then you can export the report or set up emailed reports.

    Hope that helps!

  • 1

    Hi everybody,

    is there any chance to make the Customer Satisfaction dashboard accessible to agents other than Admins?

    Members of quality management or managers for example. People who actually work with those comments/ratings but who don't need to have admin privileges.

    They can use custom build insights reports, but although we are on the enterprise plan the insights data is at least an hour old, whereas the prebuild dashboard is almost live.  For our QM department sometimes even one hour is too long.

    Right now they use the rated ticket view, but the view lacks the comment part.

    The Dasboard or the satsifaction console app from ZendeskLabs (which has a role restriction feature but works only for admins) would be way more sufficient.

  • 0

    Hi Thomas,

    First off, I apologize for the inconvenience that you are experiencing on this. I checked our documentation about the Satisfaction Reporting and it seems that this can only be viewed by Administrators of an account. Light agents and Enterprise agents in a custom role with permission to view reports cannot view the dashboard.

     And regarding to satisfaction console app from ZendeskLabs I tried to install this to my account and not marking the roles restriction enabled and my sample agent can see the app on the left navigation app.

    I hope that helps.

    Edited by Gabriel Manlapig
  • 0

    I do like the satisfaction dashboard however it is limited to the reporting period. When I am looking for the year to date stats that is not possible with the built in dashboard. 

    First Question - Is there a way to incorporate this into Insight somehow without needing to use an app such as "Satisfaction Console"? 

    Second question - is there a way to display say... 5 recent survey results in Insight report?

    Thanks in advance

  • 0

    Has the feedback section disappeared since this article's writing?

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