Improving satisfaction ratings

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20 Comments

  • Laura Inostroza

    Has anyone had experience writing an Automation for sending out a follow up email to all users who rated their experience negatively but didn't leave any comment explaining why? My current CSAT survey goes out 2 hours after the ticket has been set to Solved, and we have an automation to Close all tickets 72 hours after they were Solved (so 3 days). So when someone rates within those 3 days, I would like Zendesk to send a follow up email saying something like "We noticed that your most recent interaction with our team was not to your satisfaction. Could you please let us know how we could assist you better?"

    These are the criteria I have, are you noticing anything wrong?

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  • Dave Dyson
    Hi Laura, I'd make a couple of suggestions:
     
    1. I'd remove "Satisfaction is Bad with comment", since those people presumably have left a comment, and then you can move "Satisfaction is Bad" to the "Meet all" criteria section. (But if you want to send the notification even if they've left a comment as to why they thought their experience was bad, that's fine too.)
    2. You might want to shorted the length of time you have specified here -- if this automation sends the email notification 71 hours after the ticket was solved, then the user will only have one hour to follow up before the ticket is closed, and their response would create a followup ticket. I might set the limit to 48 hours instead, so there's at least a full 24 hours for them to respond. It's not the end of the world if a followup ticket is created, though, but it can impact your metrics since these are not really "new" support requests.
    3. VERY IMPORTANT! You'll definitely want to add a tag (use Add Tags, not Set Tags) on tickets where this email notification has been send (e.g., "csat_followup_sent") and then add a criteria to prevent the automation from firing on tickets that already have that tag (e.g., "Ticket: Tags Contains none of the following - csat_followup_sent") -- otherwise, your automation will fire and send an email notification every hour until 71 hours after the ticket has closed, whether the customer has responded or not. (And that will make your customers very unhappy)
    4. Finally, check out Satisfaction Reasons if you're not using them already -- they can provide a way for customers to tell you why they rated something bad, even without leaving a text comment: Working with satisfaction reasons
     
    Hope that helps!
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  • Laura Inostroza

    Thanks Dave for all these suggestions, I've made some edits!

    We are using Satisfaction reasons already but I think the problem is that most of our clients are seeing the rating prompt in their email and never signing in to Zendesk afterwards to see the Bad rating reason pick list.

    This will surely help though, so I appreciate it!

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  • Dave Dyson
    Sounds good, Laura – glad I could help!
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  • Gerardo

    Hi,

    Is it possible to change the question of the survey?

    Is the place holder by default?

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Gerardo - 

    Yes, you should be able to edit the question. There's more information on the placeholders and customization possibilities in this article: 

    Customizing your satisfaction survey

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  • Sarah Seiwert

    Sorry that this part of the article isn't making sense to me (insert placeholder {{satisfaction.rating_section}} along with triggers...), but can someone help me construct what to put in my macro to create a unique URL for customers to change their ratings? 

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  • Bob Sherer

    Sarah,

    I don't recall where I found this, but here is the placeholder that I use in our macro, {{satisfaction.rating_url}}. I think that is what you seek. :D

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  • Sarah Seiwert

    Thank you, Bob! If only it were that easy! Unfortunately, that placeholder is not available from my list of placeholders. Is this something only available to companies on respective plans? We're on a Legacy plan, so not sure if that offers any insight. 

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Sarah Seiwert

    You can use these placeholders below that can be found here.

    {{satisfaction.rating_url}}

    {{satisfaction.positive_rating_url}}

    {{satisfaction.negative_rating_url}}

    This is also available for Legacy plan holders. 

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  • alexandria.gazzillo

    Is it necessary for users to have to sign in to ZD in order to amend their rating? Can I simply use the place holder in my response to prompt them to amend their rating? 

    Trying the understand the best approach with the least amount of friction.

    Thanks,

    Alex 

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  • alexandria.gazzillo

    youraccount.zendesk.com 

    ^ this URL doesn't seem to be working anymore 

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  • Bob Sherer

    Alex,

    That URL should start with your account name, not youraccount. If you work for gazzillo.com, that would probably be gazzillo.zendesk.com. Look at the URL of your agent's Support view in the browser. That is what you should use there.

    Good luck,
    Bob

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  • alexandria.gazzillo

    Hi Bob,

    Thanks for clarifying. Can you help me understand if this would be the course of action for our customers? 

    If we want to encourage them to change their bad csat rating, what url should they go to? 

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  • Bob Sherer

    Alex,

    tldr: {{satisfaction.rating_url}}

    I use a trigger that emails the requester when we receive a ticket update that has a bad csat rating. In it, I send the following:

    {{ticket.requester.first_name}},

    Does your team use client software that checks links in emails to prevent you from seeing malicious links? If so, it may have followed the "Bad, I'm unsatisfied" link in the automatic survey email our ticket system generates, resulting in a negative status on your ticket. Of course, you may have intentionally submitted the negative response, in which case please let me know why so we can improve and continue to give you excellent protection and service.

    * If you did not intentionally submit a satisfaction survey response and you are content with this ticket, please click the following link and change the rating from Bad to Good.
    * If you truly were not satisfied, I am sorry to hear that. Please use the following link to add a comment that lets us know why.

    {{satisfaction.rating_url}}

    I also include the following, after my signature.

    View the ticket: {{ticket.url}}

    Ticket subject and original comment:
    {{ticket.title}}

    {{ticket.description}}

    That has reversed each of the CSAT bad ratings that we've gotten since we implemented it.

    I hope you find a solution that is comfortable for you and your customers.

    Bob

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  • alexandria.gazzillo

    Bob Sherer appreciate the help and thanks for the recommendation! 

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  • Victoria Kirk

    Hi, 

    I've been reading all the comments here as we're trying to understand how we can invite a user to revise their rating from bad to good if it was an error or we were able to resolve their issue. But everything seems to point towards creating an account on Zendesk and finding the ticket in question to change their feedback. The place holder {{satisfaction.rating_url}} seems to redirect you to zendesk to log in. Clients these days already have so many different accounts to juggle with, it would be great if they just had to click on a link again without signing in to anything. Many thanks

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  • Zsa Trias
    Zendesk Customer Care

    Hello Victoria,

    When a user receives a survey, they should not be routed to a login page as the CSAT placeholder generates a tokenized link that allows the user to access the csat rating as the customer.
    Is the survey sent to an end-user? 

    Per this article: About CSAT (Customer Satisfaction) ratings in Zendesk Support

    End users don't have to be logged in to rate their tickets. When an end user receives a CSAT survey request via email, they can rate the support interaction directly from the email message; they do not need to be logged in. 

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  • GrowthDot

    Hello, community! If you're looking to broaden your survey creation abilities, give the NPS and Survey app for Zendesk a go! This app automatically inserts placeholders and presents four survey categories instead of just using "Good" or "Bad."

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  • Lizabeth Felice

    To avoid customers from having to create an account: 

    1. Create a macro with any writing you would like to include along with asking the customer to please change their review if they are now satisfied. 

    Sample Macro: 

    If the solution is to your satisfaction. can please take your time to reconsider the rating provided on this ticket. It is very important to us to ensure you are completely satisfied.

    {{satisfaction.rating_url}} 

    2. Customers will get a reply with a link to update the rating on the same ticket they left a bad review on. 

    3. What customers will see after clicking on the link 


    Note: The macro has to be sent to the same ticket the customer left the bad review on. 

    Suggestion: Make sure you test out the Macro to see the link generate. 

    Testing: 


    1. From your work email, send a test email to your help desk on Zendesk 

    2. When replying to the test email, include the Macro created as a reply to the email 

    3. Check out the email you received on your work email and you will see the link the customer will receive 

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