| Announced on | Rollout starts | Rollout ends |
| June 8, 2023 | June 8, 2023 | June 8, 2023 |
We are rolling out our spam prevention tools across our CSAT (customer satisfaction) surveys to help prevent non-human responses to CSAT surveys.
What is changing?
When you enable CSAT, end users are prompted to rate the support they received by answering a brief survey indicating whether they were or were not satisfied. If you use our default CSAT placeholder via automations, your customers will get an email with two links: “Good, I’m satisfied” and “Bad, I’m unsatisfied”.
We have seen issues where customers are reporting bad satisfaction ratings due to email link expanders that might inadvertently trigger bad ratings when they click every link to verify it. Since CSAT ratings store the last rating link clicked, a script that clicks every link sequentially will be registered as a bad satisfaction response.
Our spam prevention tools help prevent the bad rating by analyzing requests, properly identifying link expanders as bots, and offering them a CAPTCHA. Read more in our CAPTCHA FAQs
Though it is extremely rare that traffic from an actual human is misclassified as bot traffic, some of your customers might see CAPTCHA when they click to score CSAT in email. They can solve it easily and rate the service.
Why is Zendesk making this change?
Non-human responses to CSAT surveys can negatively influence your overall CSAT score. We want to make sure that you can count on important metrics like CSAT to be accurate. Rolling out tools to help us prevent false bad satisfaction ratings will help us do that.
What do I need to do?
You don’t need to do anything, the update was automatically rolled out to all accounts. However, you might see a slight drop in the CSAT response rate due to filtering out the bots’ responses.
20 Comments
While this feature has greatly reduced the number of False Negatives, we are still seeing some. I would be happy to provide samples to the Zendesk team if it would help eliminate these altogether.
We are in the same situation. Although the number of false negatives has decreased, it still happens.
Hi Bill and Tamara,
If you have some examples, please provide Zendesk team with them. We will see if we can do something about this.
Tetiana, I have shared some examples with the support team that I work with. If there is another way you want me to share examples, please let me know.
Hello Tetiana Gron - so it means we no longer need to change the survey placeholder?
Current: {{satisfaction.rating_section}}
Recommended per post: {{satisfaction.rating_url}}
We still get reports in that there are unexpected negative responses around until at least the 30th of June.
+1 for definitely still broken as of end of July 2023.
I am having to manually reply to several "Bad - No Reason" CSAT surveys begging clients to change their CSAT and the clients replying that they "don't remember clicking 'Bad'"
Hi everyone,
We've made some additional changes to our spam prevention tool. Please monitor it for a months and let us know in the beginning of September if it helps.
Hi Jahn Bronilla,
We still get some reports about false negative so it might be better to wait a bit with changing the placeholder.
Thanks, Tetiana Gron
We are still getting reports of bad responses for users who have indicated they had not actioned the survey.
As of Sept 12, we received a Bad CSAT from a spam bot.
How do we clean up the CSAT scores as senior management tend to zero in on these? Does deleting a ticket remove the score?
Thanks,
Any updates on the fix for this Tetiana Gron?
As a Zendesk Partner - we still have customers who are experiencing the issue of false negatives as of mid September.
Tetiana Gron I am also experiencing a continuation of false Bad CSATs as of mid-September.
Hi everyone,
We continue experimenting with our spam prevention tool. We have recently rolled out some new updates to it.
Rob Gaudsmith I solved that issue with a private view to monitor and follow up all bad feedbacks and if it was a false feedback then I tagged it with "false_csat".
In Explore I then selected to exclude tickets with the tag "false_csat" from the metrics.
What is the status on this issue?
We still have customers who are experiencing issues with false negatives.
Hi Tetiana Gron I would like an update on the progress of this spam filter bug, please. Thanks!
Hi everyone,
We updated the spam prevention tool configuration a month ago. If you are still experiencing this problem, it's possible that the update didn't resolve the issue.
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