Get a better sense of visitor satisfaction by allowing them to provide their feedback about their chat experience. Visitors can rate a chat as either Good or Bad during or after the chat session. Once you enable chat rating, all your visitors can see the prompt to rate chats. There is no way to customize the rating icons or messages that visitors see. Agents can see ratings and comments in real time during the chat, or you can view them afterwards in History.
You can't currently report on chat ratings in Analytics. We're working on providing reporting support soon. Until then, you can export chat ratings as a CSV file from History (see Enabling and viewing chat rating below).
Understanding the user experience
Visitors can click the thumbs up or thumbs down icon at any point during the chat. When they click a rating, a window appears prompting them to leave a comment.
They can also change or remove a rating and leave a new comment. While all ratings and comments will appear on the chat's transcript, only the last rating and comment the visitor leaves will be counted as the overall and final rating for the chat. When a visitor rates a chat during the session, they're prompted to leave a comment with the Leave a comment button.
When either the agent or the visitor leaves the chat, visitors who haven't left a rating yet, or who have left a rating but not a comment, are prompted to do so.
Agents can also choose to prompt visitors to leave a rating during the conversation by clicking Rating in the bottom right of the chat window. The visitor sees a Rate this chat link in the widget.
Agents and visitors can view ratings left during a conversation in the chat window or in the chat transcript.
Enabling and viewing chat rating
Once you enable chat rating, it's enabled for all your visitors. There's no way to customize the text or icons that appear. You can view and search for past chat ratings in History.
- From the dashboard, go to Settings > Widget.
- Select the Settings tab.
- Under Satisfaction Ratings, select the Enable Satisfaction Rating box.
- Click Save Changes.
The ratings also appear in the transcript under History.
To view chat rating in History
- The chat rating icon appears in the list of chats and in chat transcripts.
- Use advanced search options to search for chats by rating.
- Select chats and click Actions > Export chat details to export the results as a CSV file.
Understanding how chat rating works with customer satisfaction ratings
If you've enabled customer satisfaction ratings in Zendesk Support, Support tickets created from chats with ratings will have the ticket rating updated by the most recent chat rating when the ticket is created. For example, if a chat is rated Good and a ticket is created from that chat, the ticket will have also a positive satisfaction rating.
For more information, see Using customer satisfaction ratings.
12 Comments
Hi, is it possible to modify the customer satisfaction part in the chat? A lot of our users do not see that they can click thumb up or down and only leave a comment.
It should be possible to make the thumbs more present (green and red or something)
Hi, is it possible to select more than 1 page of chats at a time for export/reporting purposes? Thanks!
Just want to clarify - if a customer doesn't offer satisfaction rating in the chat and after the chat ticket is created and then become 'resolved', will the customer receive a email asking him/her to rate the chat session ( like what Customers see after their emails are resolved)
Hey Thomas,
You're correct and your CSAT email should be sent to the customer from the ticket if they have not rated through the Chat session instead. The only time this email would not be sent out is if the user already rated the ticket/chat session.
Let me know if you have any other questions :)
Is there a way to report on if an agent requested the visitor to rate the chat? We actually don't want agents to do this and need to either hide the ability to offer the rating from the agent UI or report on when agents are doing this.
Hi Team,
How are we going to translate this into reporting? What is the name of attributes?
Thanks!
Jerenz
Hi Jahn Jerenz Bronilla,
If you wanted to only look at these satisfaction ratings for chat, there are metrics in the Explore Chat dataset for Good and Bad rated chats: https://support.zendesk.com/hc/en-us/articles/360022365213-Metrics-and-attributes-for-Zendesk-Chat
I would recommend searching that page for the word "satisfaction" and you should find it. You can also report on satisfaction in the Support data set as well.
If I'm off the mark on what you're looking for here, please let us know as much details about your use case and your account setup and someone on the Community team will be glad to help out!
Is it possible to not accept or request chat ratings from users with a specific tag? If not, is there a way to factor out those tag-specific ratings from satisfaction scores?
You cannot turn of Satisfaction requests for Zendesk Chat at the moment.
If you are using Explore Professional you might be able to create a report with the chats and satisfaction ratings, and filter if the requester has a certain tag.
Hi Ben Van Iten,
I already have the report for good and bad satisfaction rating but I can't seem to find the satisfaction comment.
Can you help me on this one please?
Thanks!
Jerenz
We are about to launch Chat and I am going to enable the Chat rating feature, and ensuring that we don't send a CSAT survey to any Chat's (as converted tickets). This means that I will now have two different Customer Satisfaction scores - CSAT from tickets and Chat ratings. How can I combine this into a single CSAT score?
Hey Farhan,
If I'm understanding you correctly, that should already be factored into your CSAT score. Are these chat conversations creating tickets as well? If so, the CSAT rating should be applied to those tickets after the user has rated the Chat.
Let me know if you're experiencing anything different on your end.
Cheers!
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