|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.