Customizing your customer satisfaction survey

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  • GrowthDot

    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.

  • Jennifer Bonifas


    In addition to using automation for the survey, is there a way to also provide a link in an article for customers to complete the survey on demand versus an automated email?


  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Jennifer, 
    Thanks for reaching out! 
    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 only survey. Unfortunately, that might seem to be a Product feedback and not feasible as of the moment. 
    Hope that helps! 
  • Dan Glovier

    Is there a way to categorize the survey responses? It's great to understand if a client was satisfied, but also understanding what drove that (dis)satisfaction would allow us to understand what is working particularly well or what we need to address? 

    We call every client who submits a negative survey to determine what happened, express that we hear them, etc. I would love to be able to add a field to that completed survey that would then ascribe that dissatisfaction to a product shortcoming, a need for further training of the team, etc. 


  • Hiedi Kysther
    Zendesk Customer Care

    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! 

  • Crystal Cisneros

    I'm having a hard time finding out if this works for me. How do we find out if it's working or not?

  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Crystal Cisneros welcome to our Community! To confirm, are you referring to wanting to know if the CSAT has been sent to your customers? If so, easiest way is by checking your automations page in the Admin Center, you will see how many times the automation fired on the "Usage (last 7 days) column


    Or if you're looking for a specific ticket, you can check the ticket events and you'll see the automation firing. Please see sample below: 

    Hope this helps!


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