Question
Customers are receiving the satisfaction survey, but I know that 100% of my customers are not responding. Why is it showing as a 100% response rate?
Answer
A reason this can happen is that the offered to requester action is removed from or not added to the business rule that sends out your survey.
This action is available in the system automations and triggers that send satisfaction surveys to your customers. If the action is not included in the triggers and automations you use to send a survey, the response rate calculation won't be accurate. To solve this issue, add the offered to requester action to your automations and triggers.
For more information, see the article: About CSAT (Customer Satisfaction) ratings in Zendesk Support.
2 comments
Tan Jee Han
Hi there,
Can anyone help as to how Zendesk calculates their satisfaction rating in a scenario below:
Agent Dave works on 100 tickets assigned to him in the past 3 months and suddenly he receives 1 badly rated ticket and say all 100 tickets were rated as Good and only that one ticket was rated bad. My questions are:
1./ What would be agent Dave's CSAT % with that 1 badly rated ticket?
2./ What is the general formula like in calculating the % CSAT if there badly rated tickets?
Be glad to hear your answers on the above soonest! Thanks!
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Gab Guinto
Hi Jee Han,
I replied to your post on the other thread, but let me add my response here too:
The formula of the default % Satisfaction score in Explore is COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets). So, in that scenario where the agent received 1 bad rating out of the 100 rated tickets (with the other 99 tickets all rated good), the calculation would be 99/100 – the agent should have 99% as their satisfaction score for that reporting period.
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