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Viewing your CSAT (customer satisfaction) score and ratings

Jennifer Rowe
  • Edited
Zendesk Documentation Team

Suite Growth, Professional, Enterprise, and Enterprise Plusprofessional enterprise plans

You can view details about your CSAT (customer satisfaction) surveys on the Satisfaction tab of the Zendesk Support dashboard included with all versions of Zendesk Explore.

You must have enabled customer satisfaction ratings and received at least one response to view data in the dashboard (see Enabling and using customer satisfaction ratings).

The dashboard must have been shared with you by a Zendesk Explore administrator before you can view it.

Tip: Use the Zendesk Satisfaction Console app to enable admins and agents to access, search, filter, and analyze customer satisfaction results in real-time. See Satisfaction Console in the Zendesk Marketplace.

Opening the Satisfaction dashboard

Use the following procedure to access the Satisfaction dashboard.

To open the Support dashboard

  1. In Zendesk Support, open the product tray.
  2. Click the Explore icon () .
  3. In the list of dashboards, select the Zendesk Support dashboard. The Zendesk Support dashboard opens.
  4. In the dashboard, click the Satisfaction tab.

    Explore Satisfaction tab

For details of all the reports on this tab, see Analyzing your Support activity with Explore.

Tip: If you're using Zendesk Explore Professional, you can expand on the pre-built dashboards to create your own CSAT reports. For help getting started, see Creating queries and Metrics and attributes for Zendesk Support.
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5 Comments

  • Temiloluwa Paul

    Hi Jennifer,

    I have question regarding the satisfaction tab.

    How can I get the individual CSAT ratings for my agents from this tab? The Tab only shows the CSAT for the entire team. Is there a way I can break this down to individual CSAT scores?

    Thank you!

    11
  • Denise

    Hi! 

    Where can I see the actual reviews? I am especially interested in an overview of all reviews we have got over Zendesk. The only option I have found, is to manually open every ticket and see if the customer has left a review. 

    Is there a other way for this?

    Many thanks in advance!

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Denise,
     
    You'll need to navigate to Explore to see your overall CSAT score as mentioned in the above article. 
     
    Once you select explore int he Product Tray towards the top right of your agent interface, you can then select the Satisfaction tab which will show you the information you're looking for.
     
    Let me know if you don't see this option on your end.
     
    Thanks!
    -1
  • Vitória
    Hi team! I have a case whose account also uses zendesk both for customers and their interdepartmental internal service. But they commented that some employees who also have licenses and open tickets for internal IT service (e.g) are not able to rating CSAT survey. For this use case, is there any way for agent (requester) to rating another agent (assignee) for internal use case? Tks
     
    0
  • Gabriel

    Hi Vitória,

    As of the moment agents (requester) cannot rate tickets in Zendesk as indicated in the article below.

    About CSAT (Customer Satisfaction) ratings in Zendesk Support 

    I've taken a look and found that other users are discussing similar needs here.

    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

    0

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