Viewing customer satisfaction score and ratings (Professional and Enterprise)

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43 Comments

  • Brett - Community Manager
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    Thanks for jumping in Jordan!

    Marrit I've also attached a link to our Insights Recipes Reference which lists a few satisfaction reports and how to created them.

    Cheers!

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  • Siobhán J.
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    It seems unfortunate that we should have to create a report in order for non-admins to see data that is already set up. It would be great if custom roles could have access to this dashboard as well.

    Our use case is that we have team leads that are responsible for a group of agents, and are actively involved in coaching/training. Satisfaction rating data is imperative to them being able to do their job, but giving them Admin roles would not be appropriate.

    Thanks for reading!

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  • Brett - Community Manager
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    Thanks for sharing Siobhán!

    I would also recommend copying this comment over to the Satisfaction Dashboard access for Custom Roles feedback post along with the use case you provided to help provide visibility.

    Appreciate you taking the time again :)

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  • SJ Shahid
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    Hi there,

    is it possible to edit the customer satisfaction rating and or comment field via api or any other means. We are using an external feedback tool and would like the external feedback to be shown in zendesk tickets as well.

    Thanks!

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  • Brayden Riley
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    Bring back the old satisfaction rating view!!!

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  • wycherley wei
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    Hi team, 

    What is the relationship between the CSAT scores of canned Chat & Support in Explore?

    I observed that CSAT of Support during the 3 days of 5.11, 5.12, and 5.10
    "The CSAT is 88%, which is 117 good rated tickets out of total 133 tickets.
    The bad satisfaction tickets is 12%, which is 16 bad rated tickets out of total 133 tickets."


    However, the CSAT of Chat has a big difference with this. Compared to the same time period, the CSAT score is 96.71%, which is 147 good rated tickets out of total 152 tickets.
    The bad satisfaction chat ratio is 3.28%, which is 5 bad rated tickets out of total 152 tickets.
    The counterpart CSAT score between Chat and Support has a big difference, 96.71% vs 88%.

    It shows that the rated chat tickets number and the CSAT score of chat are both higher than the support.

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  • Ben Van Iten
    Comment actions Permalink

    Hi wycherley wei,

    Are you saying that the numbers on the queries look wrong to you, or are you wondering why chat is rated more often and with a higher percentage of positive responses?

    If it's the latter, generally the reason for this is that because chat has a quicker response time than tickets submitted through most other channels. As soon as customers receive a good response, the button to rate the inquiry is right in front of them instead of waiting a bit of time for the automation to send the survey in Support. Also, because the solution is discovered in the first exchange very often in chat, it also leads to higher satisfaction.

    However if you are saying that the issue is the dashboard is not reflecting the correct numbers, please provide as much context as you can so we can assist further.

    I hope this is helpful!

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  • wycherley wei
    Comment actions Permalink

    Hi @Ben Van Iten 

    Thanks for your feedback.

    The numbers on the queries look wrong to me. 

    Support tickets created from chats with ratings will have the ticket rating updated by the most recent chat rating when the ticket is automatically created.

    So, for the same time period, the 3 days of 5.10, 5.11, and 5.12, at least the rated tickets in Support dashboard should not be less than the rated tickets in Chat dashborad. However, just as described in the above post, Support only have 133 rated tickets, which is less than the 152 rated tickets of Chat. This is wrong.

    Both of the canned Chat report and Support report in Explore are pre-built. kindly elaborate the conditions how the two CSAT score are filtered by Zendesk? Is there a way to check the filters, or conditions about this?

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  • Ben Van Iten
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    Greetings,

    Thanks for elaborating! So it looks like since you posted here, one of our Explore experts responded to you via a ticket.

    To summarize, it looks like the issue is related to a combination of your CSAT survey being turned off temporarily, the fact that the chat has it's own satisfaction system, and some inconsistent date filters. If you still have further questions I would advise that you respond within the ticket as Hannah is an expert with Explore reporting.

    Thanks!

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  • Bailey
    Comment actions Permalink

    Do you have to have Professional to view the comments (Good w/ comment and Bad w/ comment)?

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Bailey, where are you trying to view this information? You should have this option on both the Professional and Enterprise plan. We also have this article that may help: How can I track satisfaction ratings with comments?

    Let me know if you have any other questions!

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  • Chris Taylor
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    From the satisfaction dashboard I can't click into 'bad tickets' and see a list of those tickets - what's the easiest way to get a list of tickets with bad satisfaction ratings.

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  • Gail L
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    Hi Chris,

    The simplest way to get a list is to build an Explore report that brings them up. You could use the example in our recipe for a feedback query here and limit it to only tickets with bad satisfaction instead of all rated tickets. We've also got an example of monitoring the most recent badly rated tickets in our recipe for looking at Bad Ratings with Comments.

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