This query enables you to track satisfaction score year-over-year, by creating multiple date range calculated metrics. This can help you to observe new patterns in both positive and negative customer support feedback.
This article contains the following topics:
What you'll need
Skill level: Intermediate
Time required: 15 mins
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the query
-
In Explore, click the query (
) icon.
- In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query.
-
In the Calculations menu (
), click Date range calculated metric.
- On the Date range calculated metric page, name your metric % CSAT This Year.
- From the Original metric drop-down list, choose % Satisfaction score.
- From the Defined on drop-down list, choose Ticket solved
- On the Simple tab of the Date range area, select This year.
-
When you are finished, click Save.
- Now, create a second date range calculated metric named % CSAT Last Year. From the Original metric drop-down list, choose % Satisfaction score.
- From the Defined on drop-down list, choose Ticket solved.
- On the Simple tab of the Date range area, select Last year.
-
When you are finished, click Save.
- In the Metrics panel, click Add.
- From the list of metrics, expand Calculated metrics, choose both % CSAT This Year and % CSAT Last Year, then click Apply.
- Click each metric and select the AVG aggregator.
- In the Columns panel, click Add.
-
From the list of attributes, choose Ticket > Ticket solved - Month, then click Apply. The current query setup will match the following:
-
From the Chart configuration (
) menu, select Trend line and choose a type (linear, polynomial, etc.) for the trend calculation. See Chart types for comparing trends over time for more information about trend lines.
You've now finished the query. See the screenshot below as an example of the finished result with % CSAT values and trends over time. You can create additional date range calculated metrics to incorporate data from beyond this year and last year.
4 Comments
I'd like to share a quick tip for this report to make it even better to read. This is how my version of this report looks, showing actual percentages.
To achieve the above:
1. You'll need to change the display format values for the metrics to a percentage under Edit>Chart Config.
2. Make sure the "show all" option for the values is visible.
3. Lastly, you can put some fancy diamonds or squares for the specific data points on the report.
Hope this helps. :)
Hi Amie B, thanks so much for sharing these great tips! I agree that they really do make the report look even better.
We always love hearing how people take these recipes and build on them to produce new things. Thanks again!
Hello everyone!
Thanks for the tips here, but I'm having a difficulty to organize the informations based on the time the satisfaction score was given by my cliente.
In this article we use the resolution date but instead of this, would be better to me use the date that the survey was answered. In the Insights article we were able to get the infos that way, but I'm not finding anything that helps me with this in the Explore.
I also sent a mensage to the Zendesk Suport team here in Brazil and they said the date that I wanted was actualy unavaibled. The best way to get it, it was by an SQL code.
Thanks!
Leonardo Guedes It's true. There is no attribute to CSAT answered/updated date in Explore.
The only way to potentially work around it is, by creating a query, with calculated metrics, and calculated attributes on the Ticket Updates dataset.
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