Explore recipe: Reporting on customer satisfaction by agent

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8 Comments

  • Luke Torrence

    I've added this query which is helpful for seeing satisfaction percentages, however, I haven't found a way to go through and view customer responses to surveys all in one place as we've been able to in the past. 

    I recall we used to be able to easily export a .csv file with all ratings/surveys together with the click of a button, but haven't been able to find something similar to this anywhere

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  • Dan Cooper
    Community Moderator

    Hi Luke, 

    I can see this in my Satisfaction dashboard from the Reports screen in Support which looks like it gives you the option to export what you are looking for.  I think this is an Admin only screen. 

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  • Damien Gooden

    Hi Team,

     

    I know this was six months ago - but I am an admin and can't seem to locate this screen you have shared Dan Cooper

     

    Could you be so kind as to send me some directions/a link

     

    Thanks,

     Damien

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  • Dan Cooper
    Community Moderator

    Damien Gooden,

    The Satisfaction dashboard is located under the Satisfaction tab of the Reports screen.  I'm on an Enterprise plan so it's possible that other plans may not have this as well.  Note that some of the older reports may not be visible on newer Zendesk instances (for example Insights is listed in my screenshot but not enabled on newer instances of Zendesk). 

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  • Damien Gooden

    Thanks Dan Cooper

    When I go to reports I see the following:

    I guess I am not Enterprise?
    Our instance is pretty new - only a few months old.

    Thanks again for your help

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  • Dan Cooper
    Community Moderator

    Damien Gooden,

    It looks like the page might be on a deprecation track to be replaced by Explore.  I found a note on the Understanding your reporting options article indicating.  I've copied the note below as it's written today. 

    Note: After you move to Explore, the OverviewLeaderboard, and Satisfaction tabs are removed. You can use Explore pre-built dashboards for those reports. The Knowledge Base and Search tabs (for Guide), and the Community tab (for Gather) are not powered by Insights and won't be removed.

    I haven't used the Explore reporting for this much, but it might be worth checking out the Viewing customer satisfaction score and ratings article as a starting place for its replacement. 

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  • Matt Foley

    I saw the recommendation to use to Ticket Solved - Date but I see more tickets with satisfaction ratings when I use Ticket Updated - Date.

    Which should be used?

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  • Brandon Tidd
    Community Moderator

    Hi Matt Foley - 

    In the standard use case, C-Sat is tied to when the ticket is solved, so using Ticket Solved - Date would give you the most accurate representation as it would look for tickets that were solved within your requested dates.

    Leveraging the Ticket Updated - Date could result in hyper-inflated numbers, since its possible that a ticket that was 'solved' last month could be 'updated' (reopened) this month.  In that case, the ticket would be updated both in the previous month and the current month, therefore showing up twice when the report is looking for tickets that were 'updated' within the requested dates.

    Example:

    A ticket is solved and c-sat is offered in August; the end-user provides a thumbs up.  Since this ticket was updated (solved), it would correctly show up on the hypothetical report "C-Sat Ratings of Tickets Updated This Month."

    The challenge comes if that ticket is updated (reopened) in September.  While the user won't be offered the C-Sat survey a second time, this ticket would incorrectly show up on the report, which in this case is asking for the C-Sat Ratings of any tickets updated in the current month.

    Hope this helps!

    Brandon Tidd
    729 Solutions

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