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

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  • 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!

  • 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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