Explore recipe: Breakdown of CSAT by customer sentiment

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In this recipe, you'll learn how to report on the CSAT responses from customers, and compare the responses to the sentiment noted with intelligent triage. This will show the correlation between good satisfaction ratings and positive sentiment tickets, and between bad satisfaction ratings and negative sentiment tickets.

This recipe contains the following topics:

• What you'll need
• Creating the report

Note: When creating reports in Explore, intelligent triage prediction values are available only in English. However, intelligent triage is capable of evaluating content in specific languages.

What you'll need

Skill level: Intermediate

Time required: 20 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving users access to Explore)
• Ticket data (including CSAT ratings and intelligent triage predictions) in Zendesk Support

Creating the report

As part of creating this report, you'll create a standard calculated metric that returns tickets where a CSAT survey was offered but not responded to. You'll also create an ordered set that orders the sentiment values from positive to negative to make the report easier to read.

To create the standard calculated metric

1. In Explore, click the Reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. Click the Calculations () menu and select Standard calculated metric.
5. In the Name field, enter a descriptive name for your metric, such as CSAT offered but not responded to.
6. In the Formula field, paste in the following formula:

   IF ([Ticket satisfaction rating]= "Offered")
   THEN [Ticket ID] ENDIF

   
7. Click Save.

To create the ordered set

1. Click the Calculations () menu and select Ordered set.
2. In the Name field, enter a descriptive name for your ordered set, such as Sentiment positive to negative.
3. In the Computed from field, select Sentiment.
4. Under Custom order, drag the sentiment values so that they're arranged in the following order from top to bottom: Very positive, Positive, Neutral, Negative, Very negative, NULL.
5. Click Save.

To create the report

1. In the Metrics panel, add the following metrics:
   • CSAT offered but not responded to (the standard calculated metric you created above)
   • Good satisfaction tickets
   • Bad satisfaction tickets
2. Change the metric aggregator for all three metrics to D_COUNT.
3. In the Columns panel, add the Sentiment positive to negative ordered set you created above.
4. Click the ordered set you just added, select the Excluded tab, select NULL, and click Apply. 
5. If your report doesn't already appear as a column chart, click the Visualization type menu () and select Column.
6. Click the Chart configuration menu () and select Chart.
7. Select Stacked.
8. Click the Chart configuration menu () again and select Displayed values.
9. Set the Show value field to Show to see the specific values for each metric.
10. (Optional) Use the additional fields in the Displayed values panel to customize the value labels. 
11. Give your report a descriptive name, such as Breakdown of CSAT by customer sentiment.
12. Click Save.

Your report now shows you a chart with columns for each sentiment value. Each column includes a color-coded portion showing how many tickets were surveyed for CSAT and were rated good, rated bad, or not responded to.

For more information, see this article: About intelligent triage.