One of Zendesk Support’s most popular features is our built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis. Because of our simplified approach, on average our customers see a roughly 21% response rate - which is fantastic! Zendesk Support provides some great defaults for the survey, but we get a lot of questions about how to further customize the customer satisfaction experience. Here are some tips to help you make the most of your customer satisfaction survey.
Enabling the customer satisfaction feature
To enable customer satisfaction surveys:
- In Admin Center, click the People icon () in the sidebar, then select Configuration > End users.
- Click the Satisfaction tab.
When you enable customer satisfaction, a pre-built automation is automatically created for you. To see this automation:
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Automations.
- Open Request customer satisfaction rating (System Automation).
It’s set up by default to send a customer satisfaction survey to your customers 24 hours after their ticket has been solved (not closed). We’ve found that this setup works really well for most companies that have a longer response cycle.
The default conditions for the system customer satisfaction automation:
Customizing when and how the customer satisfaction is requested
But that’s not the end of the story... you can customize the customer satisfaction survey to meet your needs. Customer satisfaction is really nothing but a placeholder that you can use in any notification sent out by a trigger or automation. Yes, Zendesk Support provides you with a system automation specifically for customer satisfaction, but you can modify it, or even remove it altogether and trade it in for a trigger.
As I pointed out earlier, the automation is defaulted to 24 hours. However, you can easily increase or decrease the length of time between when the ticket is solved and when the survey is sent by editing the automation:
If you’re taking advantage of user and organization tagging, you may want to send customer satisfaction to only a subset of your user base. For example, do you want to make sure users tagged with “partner” never get a customer satisfaction survey? Add this condition under “ALL”:
Are you afraid that users are receiving too much email? Consider combining the “solved” email notification with the customer satisfaction survey. To achieve this, simply deactivate the customer satisfaction automation, then go into triggers and edit your “solved” notification trigger. Add the customer satisfaction placeholder {{satisfaction.rating_section}} into your notification. That’s it! Now your “solved” notification will include a customer satisfaction survey:
Customizing the customer satisfaction email
If you want to customize the Satisfaction Survey section of the email notification, you can use system placeholders and HTML to do so. You'll find the list of available placeholders in the Zendesk Support placeholders reference.
For example, the default {{satisfaction.rating_section}}
placeholder will return the following section:
If you use the {{satisfaction.positive_rating_url}}
and {{satisfaction.negative_rating_url}}
placeholders plus custom HTML, you can transform the satisfaction section to something like this:
Considerations
When customizing your customer satisfaction process, you’ll want to think about different situations, and what will work best for both you and your customers.
Are you more concerned about customers receiving too many emails? Consider combining customer satisfaction with another email. However, customer satisfaction may not get the attention (or response) when combined with other information.
Also consider the case that a ticket is inadvertently marked as solved, or is solved before the issue is actually resolved for the customer. Sending out the survey in combination could actually result in more negative ratings. Using an automation instead allows a period of time to pass, during which a customer could choose to reopen his or her ticket.
If your response cycles with support are typically shorter (e.g. most tickets take 5 minutes to answer), you may want to actually reduce the amount of time you wait before surveying customers. If your response cycles are measured in hour or days, 24 hours might be adequate. Timing is everything, and a perfectly timed customer satisfaction survey can truly help your response rate.
For more in-depth instructions on configuring Customer Satisfaction, see Using CSAT.
98 Comments
I would recommend reaching out to our Customer Care team using the steps in the following article: Contacting Zendesk Customer Support
They will most likely need to assume into your account to see why exactly you're not able to get the steps working from the previously attached articles.
Hope this helps!
it does, thanks Gabriel
Hi Hesham,
Customer Satisfaction Survey is being sent via email only and it is technically not possible for Facebook or Twitter tickets to receive the survey email notification. It is also not possible for end-users to leave a satisfaction rating directly from Facebook or Twitter.
However, there are two alternatives that will allow the end-user to rate social media tickets:
1. Access Guide using their social media authentication, where they can rate their tickets from My Activities within Help Center.
2. Add the user's email address to the profile, so satisfaction surveys can be sent via email.
Check this article to learn more about Giving satisfaction rating via Facebook and Twitter
Hope this helps!
Greetings, community! If you're enthusiastic about enhancing your survey creation skills, consider delving into the NPS and Survey app for Zendesk. This tool seamlessly incorporates placeholders and provides four survey options that extend beyond the basic "Good" and "Bad" selections.
Hi,
I have more than one question about satisfaction survey:
1- Is satisfaction survey sent to email address only or sent through twitter or Facebook DM if ticket requester opened ticket through them?
2- If it sent through twitter or Facebook DM, is link of survey redirect the requester to another page or the requester can rate in same page of DM?
Thank you in advance,
Thankyou @... That worked really well.
In regards to your questions, you can have all the questions on one page/email for them to rate or answer.
Please check our article: https://support.zendesk.com/hc/en-us/articles/4408886194202-Customizing-your-customer-satisfaction-survey for more information.
Thank you!
Kind regards,
It is possible to customize the text on the email notification using our system placeholders and a custom HTML.
For example, the default
{{satisfaction.rating_section}}
placeholder will return the following section:If you use the
{{satisfaction.positive_rating_url}}
and{{satisfaction.negative_rating_url}}
placeholders plus custom HTML, you can transform the satisfaction section to something like this:Note: Zendesk can't provide customer support for your custom HTML or CSS. Please post any issues you have in the comments section or try searching for a solution online.
See Customizing the customer satisfaction email for more detailed information.
When will we have access to the Survey option for our site that I received when my ticket with Zendesk support closed?
Here's what it looks like:
Bobby Koch @... Have you resolved this?
I'm having the same issue. I have valid HTML which renders properly when loaded as HTML file in a web browser. However, the email that is received by the customer has approximately 15 line breaks added at the top. When I put a line of text before the HTML I end up with 15 line breaks between that line of text and my HTML code.
This is very frustrating and until I can figure this out I will have to stick with the default CSAT survey email.
Hello! Is there a way to change the wording in clickable links - "Good, I'm satisfied" and "Bad, I'm unsatisfied" to "Great, I’m satisfied" and "I still need help" ??
If you're using a custom ticket field to identify these "bug" tickets or a tag then you could add the "tags > contains > none of the following> (tag name)" condition to your CSAT automation you have set up.
Same if you use a custom field to identify these bug related tickets.
Let me know if that's not what you're looking for!
They will be taken to a new page where they can leave a rating for the agent that handled the ticket. That comment will then show up directly within the ticket. I would recommend taking a look at this article: About CSAT (Customer Satisfaction) ratings in Zendesk Support
I hope this helps!
Is there a way to add a checkbox into the email in order to give users the ability to give permission to use comments in marketing materials?
Hello Matt,
Are the tickets not in Closed status? Closed tickets can no longer be updated so if the ticket is rated after the ticket was closed, it would no longer work. You may want to check the events of the ticket if there's a business rule that automatically closes them after a few days: Viewing all events for ticket updates
I'm having a hard time finding out if this works for me. How do we find out if it's working or not?
Nikki Trinidad - here's an article with steps for Restricting Satisfaction Surveys by Date and the article How to add a cool-down period to satisfaction surveys also has tips for how to set up something similar to what Jacob was mentioning.
Hi all!
Thank you Christine for your help previously. I've recreated the automation in my sandbox and still can't make it send a satisfaction survey. My guess is that automatic triggers are just not happening in there at all.
Do you have any other suggestions I can use to test this feature?
Paul
Hi there,
Is there any way to make the survey links available for a longer period of time?
We find that for tickets solved on a Friday, the survey link is sent on a weekend and then has expired by the time the end user goes to complete the survey on the following Monday. They then can't provide the feedback to us.
Thanks,
Matt
We've found that people using Microsoft Anti-virus / mail servers traverse the links and send us false negatives or false positives depending on whether
{{satisfaction.positive_rating_url}}
or{{satisfaction.negative_rating_url}}
is last. We have to use{{satisfaction.rating_url}}
instead, but that's suboptimal because of the extra step.Is there any way to adjust for this?
The only built-in functionality would be to the Satisfaction Reasons feature, but that's only available when someone leaves a Bad satisfaction rating on a ticket. If you're looking to gather additional information from all users when you survey them, you'd either need to link to an external form in the Satisfaction automation that's created when you turn on CSAT, or use a third-party satisfaction survey system -- there are several options available in our Marketplace that might provide this ability.
Hi Dan,
Unfortunately, we do not have this kind of capability in our CSAT Feature at the moment. But it is sure great to have one in the future. I suggest posting this as a feature request here: Support Feature Request.
Our apologies if we don't have this feature right now. However, I'm sure our development team would appreciate your suggestion. This will enable our Product team to track and consider it for our future roadmap.
In the meantime, we have 3rd party apps that you can integrate in your account to achieve this workflow I suggest checking them out here: Survey Apps. These apps will allow you to have fields to understand more the reason for DSATs.
I hope this helps!
currently, there is no native option to link the survey with Google ratings.
The following 3rd party Apps might be useful for you in this case:
- Google My Business
- Zapier Google My Business + Zendesk Integrations
Hi Anthony –
Zendesk standardized on the simple Good/Bad survey to encourage more replies, and unfortunately there's not a way to require a comment. However, there are a some apps in our Apps Marketplace that will allow you to send surveys in different formats (such as a 10-point scale):
@... Oh, that won't work. You can't use javascript in triggers or automations (email doesn't support javascript).
You'll need to find a version that uses only HTML.
Is any of this logic exposed via an API?
@..., Is it possible for the customer satisfaction survey to be presented to the customer based on their language preference?
Hi Sarah, thanks for writing in! You can customize the automation email for customer satisfaction ratings but the satisfaction rating page cannot. The page that opens in the browser is a system default page that cannot be edited with custom code in Help Center. Including the wordings "Good" and "Bad" because of the placeholder.
However, you can integrate your own customer satisfaction tool into Zendesk through the API to send the Satisfaction Rating details to the ticket. You can find our satisfaction ratings API endpoints on our developer.zendesk.com webpage. Thank you!
Hi Sabra I also tried doing the links you attached but I don't seem to get it right. Also, no satisfaction date is coming across the custom user field. I am not sure what is wrong with my setup. I am using Sandbox to test, is this an issue? I can't find the notify target webhook > (webhook created) in Sandbox so I just used Notify active webhook instead. Not sure if this is the problem.
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