Explore recipe: Satisfaction trending year-over-year

This report enables you to track satisfaction score year-over-year, by creating multiple date range calculated metrics. This can help you to observe new patterns in both positive and negative customer support feedback.

This article contains the following topics:

• What you'll need
• Creating the report

What you'll need

Skill level: Intermediate

Time required: 15 mins

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

Creating the report

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report.
4. In the Calculations menu (), click Date range calculated metric.
5. On the Date range calculated metric page, name your metric % CSAT This Year.
6. From the Original metric drop-down list, choose % Satisfaction score.
7.  From the Defined on drop-down list, choose Ticket solved 
8. On the Simple tab of the Date range area, select This year.
9. When you are finished, click Save.
10. Now, create a second date range calculated metric named % CSAT Last Year. From the Original metric drop-down list, choose % Satisfaction score.
11. From the Defined on drop-down list, choose Ticket solved.
12. On the Simple tab of the Date range area, select Last year.
13. When you are finished, click Save.
14. In the Metrics panel, click Add.
15. From the list of metrics, expand Calculated metrics, choose both % CSAT This Year and % CSAT Last Year, then click Apply.
16. Click each metric and select the AVG aggregator.
17. In the Columns panel, click Add.
18. From the list of attributes, choose Ticket > Ticket solved - Month, then click Apply. The current report setup will match the following:
    
    
19. From the Chart configuration () menu, select Trend line and choose a type (linear, polynomial, etc.) for the trend calculation. See Chart types for comparing trends over time for more information about trend lines.

You've now finished the report. See the screenshot below as an example of the finished result with % CSAT values and trends over time. You can create additional date range calculated metrics to incorporate data from beyond this year and last year.