CSAT (customer satisfaction) rating surveys allow you to measure how happy your customers are with the services you provide. Inevitably, you're going to receive a less-than-glowing response (rare as it may be). You can learn about the issues behind a bad satisfaction rating by asking any customer who gives a negative survey response to select a reason for their dissatisfaction.
This article contains the following sections:
Enabling satisfaction reasons
When requesting customer statisfaction feedbeck using CSAT (customer satisfaction) rating surveys, you can prompt your customers to provide a reason when they give you a negative survey response. Satisfaction reasons are managed through the End users settings.
To enable satisfaction reasons
- In Admin Center, click
People in the sidebar, then select Configuration > End users.
- Click the Satisfaction tab and select Allow customers to rate tickets (if it isn't already selected).
- In the Configuration Options section, click the
checkbox to enable Ask a follow-up question after
a bad rating. This opens the satisfaction
reasons picklist.
- Click Save Tab to accept the default reasons:
- The issue took too long to resolve
- The issue was not resolved
- The agent's knowledge is unsatisfactory
- The agent's attitude is unsatisfactory
You can accept these reasons, or create customized reasons. See Customizing satisfaction reasons for information.
Once enabled, customers who respond to your survey by selecting "Bad, I'm unsatisfied" see a follow-up question that asks "What is the main reason you are unsatisfied?", with a drop-down menu to choose their reason:
This follow-up question is optional - customers can skip it by simply ignoring it and clicking Update - and it only appears to customers who select the response "Bad, I'm unsatisfied".
Customizing and localizing satisfaction reasons
The default reasons address common, service-related issues customers may have, but these may not serve your needs. When you enable satisfaction reasons, you can customize the reasons offered to your customers to better reflect brand and product-specific language, unique customer experiences, and even cultural differences. You can also localize your custom reasons to reach customers in multiple languages.
Customizing the reasons list
There are any number of reasons why you may want to customize the reasons offered to your customers. Maybe you want to clarify whether a customer's dissatisfaction is with a product rather than the service they received, focus on different aspects of your customer service, or simply change the reasons' language to match your company's style.
You can add an additional reason to the default list (up to five reasons are allowed), and remove the default reasons to make room for your custom reasons. However, the default Some other reason cannot be removed from the list.
To add a reason to the list
-
In Admin Center, click
People in the sidebar, then select Configuration > End users.
- Click the Satisfaction tab.
- Click the "+" button in the right-hand column
and enter text for a new, custom reason.
- Click Enter or click away from the text
field to add the new reason to the Reasons not
in use column. Reasons in this column do not
appear in the customer survey follow-up
question.
- Next, move the reason to the Reasons in use
column, so it is included as an option in the
survey follow-up question.
- Click Save tab. Your new reason is now included as an option in your survey.
While default reasons cannot be deleted, you can move them (as well as any custom reasons) into the Reasons not in use column, to make room for more custom reasons, or just to remove them from the reasons list.
To remove a reason
- Click and hold the reason in the Reasons in use column you want to remove.
- Drag the reason into the Reasons not in use column.
- Click Save tab. The reason is removed from the survey.
To edit a reason
- Drag the reason you want to edit into the Reasons not in use column.
- Hover the cursor on the right side of the reason you want to edit. When the cursor symbol changes to a hand, click the reason.
- Edit the reason text as you need. When you are finished, press enter.
- Click Save tab.
Localizing custom reasons
You can customize your satisfaction reasons to appear in each of your customer languages, by integrating your reasons with dynamic content.
To localize a reason
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Dynamic content.
- Click add item to add a new dynamic content item.
- Add a new title for your dynamic content item,
select your default language, and enter the
translation for this language.
- Click Create to create the new dynamic content item.
- Click add variant to add a new translation for your dynamic content item.
- Select a language for your item and enter the
new translation.
- Click Create to save the new translation.
In this example, the satisfaction reason is
localized in English and Spanish and has a new
dynamic content placeholder,
{{dc.sat_reason_product_issue}}
- Navigate back to Settings > Customers > Satisfaction.
- Click the "+" button to add a new satisfaction reason.
- Insert your new dynamic content placeholder into
the text field and type "Enter" or click away from
the text field. The placeholder gets resolved to
the language of the account when saved to make the
satisfaction reasons easier to manage.
If available, the translated satisfaction reason will appear in the correct customer language.
Using satisfaction reasons in reporting
If you're using Zendesk Explore Lite, Professional, or Enterprise, the Satisfaction tab of the Zendesk Support dashboard gives you a wealth of information about your CSAT.
- Reporting on CSAT and one-touch tickets
- Finding tickets with no replies
- Determine ticket assignee when satisfaction rating is given
- Reporting on customer satisfaction by agent
- Percentage satisfaction score based on agent replies
- Satisfaction trending year-over-year
- Replicating the Satisfaction tab reports in Explore
For more information about viewing CSAT with Explore, see Viewing customer satisfaction score and ratings.
For information on working with Explore, see Getting started with Zendesk Explore.
Applying satisfaction reasons to ticket views
You can create a ticket view to organize tickets by the satisfaction reason given, or to look tickets with a negative response and no satisfaction reason given.
The reasons included in your survey appear as condition elements in the views builder:
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For information on building ticket views, see Using views to manage ticket workflow.
Applying satisfaction reasons to business rules
You can create business rules - triggers and automations - based on satisfaction reasons to draw attention to tickets with certain responses.
The reasons included in your survey appear as conditions in the triggers or automations builder:
For more information on triggers and automations, see the following articles:
19 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
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
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
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
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
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
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
Maddie McCoy
Hi! I'm still new to the language of Zendesk but wanted to ask a quick question as we consider enabling CSAT for our customers. I know that for every ticket that is solved the satisfaction rating is automatically sent out after 24 hours. If a ticket is solved, but then a customer responds with another question or comment & I solve it again, do they receive multiple requests for a CSAT rating? Basically, for every time I ‘solve’ the same ticket do they get a CSAT request?
0
Paolo
A CSAT rating can be sent multiple times depending on how you set your automation/workflow. When you enable the CSAT rating, a system-generated automation called Request customer satisfaction rating is added to Zendesk Support. This automation sends the survey email to the ticket requester 24 hours after the ticket is solved. You can customize this depending on your workflow needs. More information here.
If your use case is to only send CSAT ratings to your users once after solving the ticket, regardless if it will reopen, you can utilize Tags and Triggers to achieve this. You can create a trigger that will set a tag to the ticket once the satisfaction survey was sent. This way, it will prevent the CSAT survey to be sent again.
For more information about Tags and Triggers, please refer to these articles:
Working with ticket tags
Creating triggers for automatic ticket updates and notifications
Best,
Paolo | Technical Support Engineer | Zendesk
1
Raida Lopez
Is there any way to edit (customize) the Good, I'm Satisfied, and Bad, I'm Unsatisfied buttons to include another verbiage? Or possibly even a thumbs-up emoji for the good and a thumbs-down emoji for the bad? Thank you in advance!
0
Audrey Ann Cipriano
Hi Raida Lopez welcome to our Community!
We currently have an EAP for a customizable CSAT experience where it gives you more control over the end user experience by allowing you to use another verbiage besides, Good, Bad, etc,
You may find more info and the form to fill up and join here: Using the customizable CSAT experience (EAP)
0
Maddie McCoy
Hi! In response to my previous question--if I wanted to create a trigger to apply a tag to a ticket once the CSAT survey has been sent for the first time, what are the conditions that need to be met in trigger creation to apply that tag? I'm attempting to build the best CSAT experience for customers and having some trouble understanding all of the necessary conditions for triggers.
Thanks!
0
Audrey Ann Cipriano
Hi Maddie McCoy we have a recipe here that you can follow to create a trigger that sends the CSAT survey once the ticket is solved: How can I send satisfaction surveys when tickets gets solved
I hope this helps! :)
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