Understand the reason behind bad satisfaction ratings with Satisfaction Reasons Follow

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15 comments

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    Wouter van Gessel (Edited )

    Hi Steven,

    Super great feature! 

    1. Are the defaults translated automatically? Or do we really have to create Dynamic Content replacing the defaults?
    2. How can we test if Customs are displaying correctly, without causing a Bad Rating (we only have 2 Bad Ratings per month, so getting 1 for testing would significantly change our stats)
  • Avatar
    Steven Yan

    Wouter, I'm glad that you are finding value in satisfaction reasons. The defaults are translated automatically. If you add a custom reason, you will need to translate it yourself using dynamic content.

     

    We unfortunately don't currently have a way of testing the survey without actually going through the rating flow. You could perhaps use a test ticket and delete it in order to perform your test.

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    Wouter van Gessel

    Hi Steven. I've activated the new feature. Great! 

    ---

    What is really bad, is that I saved the tick box for this new feature, this automatically activated the automation "Request customer satisfaction rating (System Automation)" and the view "Rated tickets from the last 7 days". 

    This is unintended behaviour as this was not my intention. We want an automation to send out the satisfaction question and we don't want the view! 

    Luckily I caught it again, but other might not. I reported this a while ago: 1695482

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    Sean Rivers

    Can we make the Reasons mandatory? We get very few people to fill it out, but give a bad rating. They are more likely to write comments then choose an option.

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    Steven Yan

    Hi Sean, we don't have any plans to make the reasons mandatory right now, but we'll consider this as we gather more feedback.

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    Michael McAfoos

    Are there any plans to allow satisfaction reasons to be viewed and edited via API?

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    Sean O'Hara

    This is huge. Hugely awesome.

    Are there any plans to add this to the Positive(Satisfied) survey results as well? That would be great too! Knowing what a customer loved about the experience can be a really good selling point, or point of pride both individually, as well as publicly for our support team.

     

    Bonus points:

    At some point, if y'all get really ambitious, having multiple drop downs could allow ratings on various aspects "accuracy", "expediency", "politeness", "overall" with multiple options.

    yes many people won't take the time, but for those who do, it's invaluable information.

    We used the Survey Monkey integration for just that purpose, and only saw a 5% decline (from ~25-20%) in survey response rates, and EVERYONE who did respond, took the time to answer our 4 questions in a 1-5 scale.

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    Nicola Mustone

    Like @Michael said, is there any plan to include them in the API? Both read and write

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    Bob Novak

    Hi Michael, Nicola,

    We do not have any documented endpoints for Satisfaction Reasons with our API:

    https://developer.zendesk.com/rest_api/docs/core/satisfaction_ratings

    That being said, I'll check with the team and see if we have plans for adding that in the future. Thanks for reaching out!

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    Bob Novak

    We do have satisfaction ratings exposed in the CSAT API, but it's not documented so you would need to play around with it a bit. I don't however see reasons in the settings endpoint and am not aware of plans to add it. Thank you for the feedback though!

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    Michael McAfoos

    Hi Bob,

    Any plans to document this? It doesn't do much good to have the reasons available if there is no documentation on how to find/use/update them.

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    Greg Pope

    Is there a placeholder for the new ticket satisfaction reason field? I want to insert the reason into a triggered email.

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    Jessie Schutz

    Hey Greg!

    Once you've enabled Satisfaction Reasons, the new field should appear automatically without needing to change the placeholder. You can get more detailed information on how to use Satisfaction Reasons here: Working with satisfaction reasons (Professional and Enterprise).

     

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    Greg Pope

    Hi Jessie. It's enabled but I want to insert the reason in a triggered email. For example when I customer rates a ticket Bad, our admins get an email with the following info and I want to also include the Satisfaction Reason.

     

    The following ticket was rated Bad: {{ticket.link}}
    Assignee: {{ticket.assignee.name}}
    Requester: {{ticket.requester.name}}
    Organization: {{ticket.organization.name}}
    Comment if any: {{satisfaction.current_comment}}

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    Jessie Schutz

    Thanks for clarifying!

    There isn't a placeholder for the Satisfaction Reason, but you can use it as a condition in your Triggers.

    It would be a bit more work to set it up, but you could set up a separate Trigger for each Satisfaction Reason. Then you can customize the email body for each Trigger to list the corresponding Satisfaction Reason along with the rest of the information.

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