How can I track satisfaction ratings with comments?
You can create views to track all the tickets with satisfaction ratings.
To create a view to track satisfaction ratings with comments
- Add a new view.
- Under Tickets must meet all of these conditions to appear in the view, add the condition below.
- Status Category | Greater than | New
Note: In accounts without custom ticket statuses enabled, use the condition Status instead of Status category.
- Status Category | Greater than | New
- Under Tickets can meet any of these conditions to appear in the view, select:
- Satisfaction | Is | Good with comment
- Satisfaction | Is | Bad with comment
If you want to see all your satisfaction ratings with a comment or not, since the Satisfaction condition is numeric, starting at Unoffered and counting up to Bad with Comment, use the Greater than | Offered setting to see all tickets where satisfaction was given:
Note: Views do not include archived tickets. To report on CSAT data for historical tickets, see the article: Explore recipe: Display all customer satisfaction comments.
For more information, see the article: About CSAT(Customer Satisfaction) ratings in Zendesk Support.
Will creating a view allow me to see the comments?
Hey @...! You can add two columns to a View that are related to satisfaction: Satisfaction and Satisfaction reason. The Satisfaction column is going to show the rating (good or bad) and the Satisfaction reason column is going to show the reason selected by the user. There is not currently a column for seeing the Satisfaction comment left by the user.
Zendesk automatically archives tickets 120 days after they are marked Closed. Archived tickets are still accessible and actionable but archived tickets are excluded from views.
So your CSAT's will start disappearing from the View after the 120.
IS there a workaround regarding this
Zoran Dimitrievski I just wanted to let you know we've updated the above article. Thanks for your question!
What happened to the easy built in report that was in the reporting area? Who's idea was it to remove this? It's extremely hard to gauge satisfaction now.
It's really terrible that you can't export comments unless you have Pro or above on Explore. Kinda screws the poors.
How can I find more information on benchmarking bad to good satisfaction ratings? We want to concentrate to turning bad satisfaction ratings around, but I need a benchmark.
The best resource we have for this is linked for you below. It will discuss responding to Bad Satisfaction and how to overall improve your score.
Thanks Jason Schaeffer. Is there specifically information on benchmarking how many bad scores we should strive to change to good?
There isn't really any kind of standard for how many Bad ratings you should strive to change to Good. It's not a bad practice to respond to Bad ratings to reflect and validate when that's appropriate, or if you have concrete steps you can take to improve the immediate situation. And looking for patterns in Bad ratings is a good way to find and remove pain points in your products or services. But when someone's had a bad experience, it's ultimately going to be up to them if any remediation steps taken by you are enough to change their opinion of the interaction they had from "bad" to "good". Ultimately, my advice would be to use focus effort on preventing future Bad ratings where you can.
Thank you, Dave.
I would really, really love to see the comments that users leave in views without having to dig into Explore or the tickets themselves.
Also echoing Josh, Sean, and Ryan's comments. It would be nice to not have gotten rid of this functionality and made it a paid-only feature with the switch from Reporting to Explore. It's quite unfortunate for those of us with limited budgets that would like to see what customers wrote for their satisfaction without opening every single ticket to see if it has a comment.
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