Working with satisfaction reasons

Return to top

13 Comments

  • Kari Petty

    What is the placeholder to see the satisfaction reason? We would like to turn on that functionality and I would like it included in the Bad Rating email notification.

    0
  • Dave Dyson
    Hi Kari,
     
    I'm sorry to say that there currently isn't one. Can you upvote and add your use case to this product feedback post? Need a placeholder for satisfaction reason
    0
  • Khaled Mesbah

    Hi, is there a way to make the follow-up question mandatory and not optional? If not, was is the best workaround to make it mandatory?

    Thank you

    2
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Khaled Mesbah Hi! Unfortunately, it is not natively possible to make the follow up question mandatory in the Customer Satisfaction Surveys as of the moment.

    I checked and found one community member suggested the Simplesat add-on option that allows you to set the follow-up question as required. You may check the link for more info :) thanks! 

    1
  • Ashish G

    If its not possible to make the followup questions mandatory, is it atleast possible to make a Reason default? I wish to replace the blank space with something like "Please choose a Reason from this drop-down" as the default reason.
    PS: I do not wish to integrate any app since our team is already working on a proper CSAT structure. So, need something for meanwhile.

    1
  • Dave Dyson
    Hi Ashish,
     
    The Satisfaction Reasons followup question is optional; there's no way to make it required. I'd recommend you create a post in our Feedback - Ticketing System (Support) product feedback topic, using this template, so our product team can better understand your use case. Thanks!
    0
  • Polina Yelkina

    Hello!

    1. is it possible to make a comment obligatory when a user chooses 'some other reason' while giving a bad rating in CSAT survey?

    'some other reason' takes a big part among all reasons and it doesn't really give an understanding of what went wrong.  

    2. Is the csat survey customizable (=can i add additional line of text before the list of reasons)? for example user chooses a bad rating and I want to remind him that he/she can contact customer support through the link (=link to the contact form) if his/her issue was not solved instead of rating us bad. 

    thanks

    2
  • Dan Glovier

    Here's the workflow we would like to achieve.... a negative survey is submitted. We review the case and more than likely speak with the client to ensure their experience is rectified/good. We want that manager to be able to categorize the gap they discovered. This oftentimes does not align with the client-provided reason - if they provided one. 

    This will allow us to identify the root cause of the dissatisfaction more accurately as well as track improvement in that area. 

    Is that doable? If so, how? For this exercise, "add a tag" is not allowed. 

    0
  • Jupete Manitas
    Zendesk Customer Care
    Hello Dan, thanks for writing in! 
     
    Based on our understanding, the scenario is the managers are reviewing your negative surveys from your closed tickets. Are end users are giving satisfaction reasons not aligned that are configured in your bad ratings. Since you mentioned adding a tag is not allowed. Once we reached the closed status, it is natively an inborn rule that we can no longer edit it. For this case, you may need to track it outside Zendesk. However, we recommend reaching out Zendesk Support so you can explain more details of the use case and substantial information, and zendesk can recommend workarounds when available compared here in the community. Thank you! 
     
     
     
     
    0
  • Dan Glovier

    We are currently surveying/collecting client reaction - which is very important. The reasons that clients choose for a negative survey - at times - do not align to the root cause (through no fault of the client). Assigning this root cause to the case/survey, for further data mining later, is important. 

    In our org, any negative survey is reviewed by the manager and the rep who received the negative feedback. They discuss what went well, and what we can do to help bridge any gaps (training, etc.). I think this is probably pretty standard.

    However, in a previous product, we were then able to record a Manager's Reason for the negative survey, which would speak to internal mechanisms (training, product, timing of PD responses, an issue with process, etc.).These response could range from "PD response too slow" or "Proposed PD fix not acceptable" or "Training" or "Client upset with billing"... as you can see, many of these "true" reasons fall outside of the narrow vision of "support". But allowing us to ascribe a second, manager-discovered reason, we can better advance our entire organization rather than focus on an individual rep (which is important, but only part of building a highly effective team). 

    We can then run a report which would show our biggest drivers of those negative Surveys ... which very often did not align with the client-provided reason. This really, really helped us discover gaps that needed addressing in our previous product - and I honestly miss it very much. In ZD, we don't have that very important data point. 

    0
  • Jupete Manitas
    Zendesk Customer Care
    Thanks for the additional information, Dan. 
     
    We understand if there is a limitation described in this article that did not meet your business needs. Having that said, we encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Also, if you like, I can refer you to our Professional Services team. They can build custom applications for your CSAT and other tools for your Zendesk when native functionality is not meeting your needs. In addition, you can integrate your own CSAT in Zendesk via CSAT API.  Thank you!
     
     
    0
  • Andre Siewert

    Hi! 

    Is there any way to react on ratings? Eg. I was rated with "unsatisfied". Can I reply to this feedback to explain background / reasons for my acting?

    Thanks in advance! 

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Andre,

    The way to follow up is by replying to the ticket itself that was rated. Following up on a bad-rated ticket is always one of the best practices to improve customer satisfaction. You can check  the article Tips for improving your customer satisfaction ratings.

    Hope this helps.

    0

Please sign in to leave a comment.

Powered by Zendesk