Customizing your customer satisfaction survey

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66 Comments

  • Cushla o'Leary

    I'd like to be able to customize who receives my surveys: for example, limit the number of times we ask a customer to rate our support (eg: only survey them once a month) or exclude particular individual users from receiving requests. Is this currently possible? Thanks!

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  • Jacob Christensen
    Community Moderator

    Hi Cushia,

    I believe there is an app that lets you get more control over the interval that surveys are sent, however, I can't remember its name - you could browse the marketplace for it here.

    About excluding specific requesters or tickets from getting a survey, you could add a condition to the CSAT automation, e.g. does not have tag "block_survey", this way you can add this tag on tickets where you don't want to send. If you add it on the requester, then any ticket they create will also have this tag, and they will not receive the survey. 

    Hope this helps you out.

    Edit: Added a missing "not" to the last paragraph 😀

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  • Cushla o'Leary

    Thanks Jacob, appreciated

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  • Justin Ramsey

    We aren't able to get Satisfaction Reason values to display in any of our agent workspace views. We thought it may be due to the fact that the out of box Reasons are too long to display, so we shortened the Reason field values, but no still luck. Is this a known issue?

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Justin,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, first, you need to make sure that CSAT is enabled by going to the Admin > under Settings, go to Customers, and selecting the Satisfaction tab. Enable the Satisfaction rating option. Once enabled, you will be able to add the following Satisfaction condition in the ticket views creation.
     
    Once you're on the ticket views creation page, make sure that the Satisfaction value is added under the Formatting options. 
     

     
    You can also check our article, How can I track satisfaction ratings with comments? for more information about this.
     
     
    Kind regards,
    0
  • Edwin Silva

    We would like to have multiple questions for our survey. Is that possible in the built-in satisfaction survey? 

     

    Can you please multiple questions inside of the support email and would the customer have to click each link? 

    Or 

    Can we have all questions on one page for them to rate?

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Edwin, 
     
    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,
    0
  • Edwin Silva

    @... 

     

    This is the issue I am trying to do this and the article doesn't really have a section on how to have multiple questions. 

    How would one do that with your available placeholders?

    1
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Edwin,
     
    There are two placeholders that you can use that were mentioned in this article. They are, {{satisfaction.positive_rating_url}} and {{satisfaction.negative_rating_url}}

    You can use the two placeholders plus your own custom HTML to create multiple questions.
     
    Thank you!
     
     
    Kind regards,
    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Vitor,
     
    Thank you for reaching out to Zendesk Support. 
     
    In regards to your concern, the following can be done by custom HTML coding or CSS. However, 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.
     
    Thank you!
     
     
    Kind regards,
    0
  • Mayra Reyes Elizondo

    Is there any way to block some emails from getting the automated customer satisfaction survey? I receive an automated email every week from a no-reply address and when it gets the satisfaction survey it rates it as bad. 

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  • Joyce
    Zendesk Customer Care
    Hi Mayra!
     
    You can exclude users from getting CSAT by adding a tag to the user's profile and then adding a Ticket: Tags condition to your CSAT automation. Check this article for more details on this workflow: How can I exclude specific tickets, users, or groups from customer satisfaction surveys?
     
    For surveys getting unexpected bad ratings, this usually occurs when a user has a link expander, like an anti-virus checker, installed on their machine or running on their mail server. These programs open links in the email to verify they are not malicious and since customer satisfaction (CSAT) rating stores the last rating link clicked, a script that clicks every link will register as a bad satisfaction response. More about this here: Why am I receiving unexpected bad satisfaction ratings?
     
    Hope this helps!

     
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  • Sarah Kearney

    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"  ??

    0
  • Jupete Manitas
    Zendesk Customer Care

    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!

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  • Anna (Mintos)

    Hi! I have customized reasons for the bad satisfaction ratings but I want them to be localized. How can I do it? I tried using placeholders from dynamic content but it automatically switches from placeholder to English. Any solution?

    1
  • Pablo Garzon

    Hi there!

    I need to add an "extra" quastion along with my csat question... its about resolution...I need to know if the matter of the contact was solved or not. What my be the "code" for doing this? can you help me please?

    0
  • Jupete Manitas
    Zendesk Customer Care

    Hi Anna, 

    We just want to make sure that everything was followed here? The dynamic content placeholder will match the language in the requester's user profile and if the end-users language is a variant of a supported language, the content will default to English (US). 

    Hi Pablo, 

    Currently adding more questions along with the CSAT question is natively not available but just to get more context are you referring to adding one more question after giving each survey? Like after giving Good or Bad? While there is a native Satisfaction reasons if the customer will rate it as Bad. Or do you just want to add one more question just below the Good or Bad landing page?

    Thank you!

    0
  • Yasmin De Souza (she/ela)
    Zendesk Employee

    Hi team. Hope you are good! 

    Hello team. My client wanted to include one more question within the current native search, something like:

    Has your request been answered?

    Yes
    No

    Is there any placeholder or code that can be applied or any other recommendations? Thanks in advance! 

    0
  • Jupete Manitas
    Zendesk Customer Care

    Hi Yasmin, thanks for writing in! The placeholder is limited to what is listed here but in case you want to add more through custom HTML. You may need to reach out to your developers this time as we don't support custom coding. Alternatively, you can integrate your own CSAT tool through the API, or avail of our Professional Services. As they can build custom applications and other tools for your Zendesk when native functionality is not meeting your needs. Thank you!

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  • Rita Stieģele

    Hello!

    When I send satisfaction surway to a customer and he clicks on Good or Bad option, what happens next? Is there a place to leave a comment? Does ti require to log in for a customer? 

    We are not yet using CSAT.

    Thanks.

    /Rita

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Rita,
     
    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!
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  • Krista Shaver

    I'm curious how others handle sending surveys out for unresolved bugs that may never get fixed. We don't want to keep bug tickets on hold while we wait for a fix that may never come, but to the customer, receiving a satisfaction survey for a bug ticket almost always results in 'bad'.

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Krista,
     
    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!
    0
  • Paul Moore

    Hi all.

    I attempted to setup customer satisfaction surveys in a sandbox, but the automation never showed up.  Does anyone had any advice?

    Paul

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  • Christine Felicia
    Zendesk Engineering
    Hi Paul,
     
    You may create a customer satisfaction survey automation. Here are the Automation conditions and actions for your reference:
     
    Request customer satisfaction rating (system automation)

     
    You may copy the email body here:
    Hello {{ticket.requester.name}},

    We'd love to hear what you think of our customer service. Please take a moment to answer one simple question below:

    {{satisfaction.rating_section}}

    Here's a reminder of what your ticket was about:

    {{ticket.comments_formatted}}
     
    Hope this helps!
    -1
  • Vitória
    Hi team! QQ: the default text displayed in image below after inserting this placeholder {{satisfaction.rating_section}} can be customized somehow? Is there any native way, own development need or app? Word SUPPORT is very old fashioned and we want to replace to another one . According to support, it`s not possible. Is it true? Tks!
     
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  • Christine Felicia
    Zendesk Engineering
    Hello Vitória,
     
    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.
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  • Paul Moore

    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

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Paul,

    I created a ticket for you so we can further troubleshoot your business rules. I'll look forward to your reply
    1
  • Jacquelyn Redington

    IS there a way to ask additional questions that can be multiple choice? We want to capture the source they went to before we went live with our support portal?.

    0

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