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Why does my satisfaction survey response rate always show a 100% response?



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Jake Bantz

Zendesk Product Manager

Edited Nov 14, 2024


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2 comments

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

Zendesk Customer Care

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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