Question
Can I edit the layout of the customer satisfaction (CSAT) rating page?
Answer
No, unlike the email for customer satisfaction ratings, the customer satisfaction rating landing page cannot be customized. The page that opens in the browser is a system default page, which cannot be edited.
As an alternative, integrate custom customer satisfaction tools to Zendesk tickets using the Satisfaction Rating API.
For more information on the satisfaction survey, see the following article: About CSAT (Customer Satisfaction) ratings in Zendesk Support.
8 comments
Kyle Madden
+ 1 on the request to customize satisfaction landing page without the need for a third party service. Providing the ability to customize this page helps ensure brand consistency throughout the end user experience.
5
Devan La Spisa
Hello @...,
Appreciate the feedback you shared with us. However, I'd recommend sharing your use case in our product feedback forums so our developers can consider implementing these changes to our product roadmap.
Best regards.
0
Growthdot
Hello, community! If you're interested in expanding your survey creation capabilities, you can try NPS and Survey app for Zendesk! The application automatically inserts placeholders and offers four survey types instead of "Good"/ "Bad". Also, you can customize the landing page.
0
Robert Babos
Hi, we'd need help with the customer satisfaction rating page.
When a user rates a ticket assistance, whether it was good or bad, there's an "UPDATE" button, when this is clicked a message pops up saying that "Your rating has been saved...etc.." but the window is not closed or it does not redirect to a "Thank you" or similar page or message or redirection or whatever, for the user to know that the survey has come to end and it's been completed successfully. (see example screenshot below)
What I mean is that when a user is asked to rate and it clicks on the link which lands on this Good and Ban support rating page, and after the user has voted and left a comment, click the update button, nothing really happens, just a slightly visible message on the top, and the user can get confused not knowing if this is the end of the survey or is there more? Because the user has not been redirected to a different page to assure the user that he is successfully finished the rating and now he can close the window without problem. (as the majority of the ratings works in other places).
Thanks!
0
Dane
1
Robert Babos
Dane, thank you! Allow me one more questions, since we here. When setting up the automation for the CSAT how can I configure in the way that the surveys are sent out only 1 a week? Because no one wants to harass them daily with satisfaction survey, which wouldn't bring back realistic results. Thanks in advance!
0
Dane
1
Robert Babos
Dane, great! Thank you for all your help!
0