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

Jake Bantz
  • Edited
Zendesk Product Manager

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 action which records the survey being sent has been removed (or not added) in the business rule distributing your survey. When satisfaction ratings are first enabled, the default automation has an event that is tracked on the ticket to indicate the survey was sent.

If this condition is removed or not added to other triggers and automations used to send your surveys, then the response rate calculation will be impacted. To get this condition back, simply go to your business rule responsible for the survey, click the green button with the plus sign (+) across from 'Add action' and select the options above in the new action. Once your changes are saved, future surveys should work and record as intended.

For more information, see the article: About CSAT (Customer Satisfaction) ratings in Zendesk Support.

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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
    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.

    0

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