Using the customizable CSAT experience (EAP)

Return to top

44 Comments

  • Kulin Joshi

    If we activate the CSAT EAP then CSAT sent via messaging does not work.

    It gives an error agent connected to the answer bot but if I turn it off then it works properly. I was under the impression that this would not impact other ticket's CSAT setup.

     

     

     

    0
  • Pedro Rodrigues
    Community Moderator

    Hi Kulin Joshi, I could be wrong but the features on this EAP are not applicable to messaging. At least that's how I interpret the part: "only available for ticketing channels. Other channels will continue to use the old CSAT experience when you are enrolled in the EAP" - that is, this will only apply to channels like email, web form, etc.

    Elizabeth Williams can you please confirm?

    ---

    Some questions and feedback on the EAP

    (0) Is there a list of the EAP's current limitations and future developments?

    (1) Will it be possible to use dynamic content in the future?

    (2) The EAP isn't reactivating the business rule condition/action "Satisfaction: offered", which means CSAT goes from unoffered to good/bad. Consequently, this may affect reporting in Explore, especially custom metrics and attributes.

    Is the condition and satisfaction status within Support business rules being deprecated, or is it something you'll add to this feature once it replaces the current CSAT functionality?

    (3) Why are neutral/indifferent ratings considered as negative? In other words, if we're allowing users to rate as indifferent it's because we want to evaluate it as something separate from positive/negative, right?

    I understand the assumption makes it easier regarding Explore set up and avoids the need to have a third satisfaction value, but still... If neutral is negative, then why even present the option in the first place?

    (4) After submitting, we inform users that they "can edit your feedback within the next 48 hours from your ticket request." This is not true if the ticket status changes to Closed before 48 hours, it should be rewritten or removed.

    Alternatively, it would be nice if we could edit this post-submission landing page, both content-wise but also its design (show account/Brand logo if available, show social links, custom rich text, etc.).

    (5) The EAP's configuration states: "Understand your customers more by building multichannel engagement surveys using different questions."

    Does this mean that:

    1. It will be possible to have multiple surveys? One per Brand, for example? Or one per set of conditions (like contextual workspaces or SLA, for example)
    2. This will be available in Messaging/SDK/etc channels?
    3. We'll be able to set up other surveys like CES, NPS, VES or CIS, for example?

    Thank you!

    0
  • Ashley Moore

    What does this look like in reporting? Are we able to see the number being reported on for each ticket? or is it replaced by positive / negative?

    0
  • Tetiana Gron
    Zendesk Product Manager

    Hi everybody, 

    You can read about CSAT EAP limitations What is the Customizable CSAT EAP

     

    0
  • Tetiana Gron
    Zendesk Product Manager

    Pedro Rodrigues

    1 - yes, dynamic content is supported in CSAT
    2 - we haven't yet established all connections between the new CSAT and all systems that use the results. 
    3 - the CSAT uses the formula (Total number of positive responses / total number of responses) x 100. It doesn't change the CSAT score if the middle value is Neutral or Negative. I agree that it looks different when you look at the reporting, and we are considering changing it in the future to present the middle value as neutral in the Explore reports. 
    4 - We will address this
    5 - There is only one survey which will be shared across all channels. But currently the new CSAT is only available for the ticketing channels. It will be available for other channels later. We are planning to add multiple questions to the CSAT survey so you can ask CES, NPS questions but it is not in the scope of the EAP.  

    Thank you for your feedback! 

    0
  • Tetiana Gron
    Zendesk Product Manager

    Ashley Moore,

    The results will be mapped to Good/Bad in the Explore reporting. 

    0
  • Ashley Moore

    Tetiana Gron So we are not able to report on individual numbers? If that is the case this is no different to Zendesk's current CSAT other than a polished GUI for the customer.

    We should be able to see in a report how many gave us a 1 vs 3 for example.

    0
  • Tetiana Gron
    Zendesk Product Manager

    Ashley Moore,

    The actual selection reporting will be available later but no in scope of the EAP. There will also be a public API to get the actual values. 

    1
  • Artur Licnerski

    Tetiana Gron Boa tarde!

    Conseguimos via Zendesk Explorer capturar a informação da nota que foi inserida, ao invés da informação Bom/Ruim?

    Obrigado!

    0
  • Sebastian

    Is this a pay feature once out of beta? Just want to know if this is a blocker already.

    Besides that, does it have advantages to the survey app from sweethawk, which we currently use.

    0
  • Tetiana Gron
    Zendesk Product Manager

    Hi Sebastian,

    The functionality that is part of EAP adheres to the same plan availability as the old one, which is applicable to Suite Growth, Support Pro, and higher plans.

    0
  • Trina

    I have one of the same questions as Pedro Rodrigues,

    1. It will be possible to have multiple surveys? One per Brand, for example? Or one per set of conditions (like contextual workspaces or SLA, for example)

    We have multiple brands that would prefer to ask different questions. Or we have a need to create a different survey based on form/form field. For example, we might want to have a survey for post sales feedback or post repair feedback to name just a couple.

    Or do we just set up a single survey with multiple questions that will fit all of our survey scenarios and display questions based on conditions so that the customer receives the correct survey we want to send to them??

    By the way, this article has a typo that is bugging me. I think the highlight should show as 'receive'.

    0
  • Artur Licnerski

    Tetiana Gron Bom dia!

    No formato de pesquisa anterior, usávamos o placeholder {{satisfaction.rating_url}}​ que enviava apenas o link da pesquisa.

    Este novo formato temos o placeholder {{satisfaction.survey_section}} mas ele envia um conjunto de texto junto com a pesquisa, que é o que não gostaríamos pensando na personalização da mensagem.

    Temos previsão de ter algo como {{satisfaction.survey_url}} ?

    Obrigado!

    0
  • Lance Conzett

    The biggest thing that would make my life easier (and push us to use this instead of our third-party CSAT vendor) would be being able to fire Triggers based on CSAT feedback being received. This has two use cases for us:

    1. We send our CSAT responses to a Slack channel for review (which is accomplished by sending a JSON body to a Slack webhook based on Zendesk ticket data). We only want to send CSAT that has a comment

    2. For cases where we receive negative CSAT and there's a comment, we send a new ticket to a Service Recovery queue. A member of the team reviews to see if there's anything actionable that can be done to improve the customer's experience and responds if there is.

    Right now, there's no straight-forward way to do either of these workflows since CSAT being added isn't a trigger condition.

    1
  • Tobias Hermanns

    Hi Tetiana Gron

    I keep the old CSAT for now, here are the reasons.

    1.) Auto Activate Automation isn´t nice if the previous config is in place, I can´t save/skip the activation of Automation. I already have 20 different Survey placeholders in Trigger or Automation based on condition, create 1 new one isn´t helpful here.

    2.) The placeholder changed from:
    {{satisfaction.rating_section}}
    to
    {{satisfaction.survey_section}}

    This should be mentioned in this article, also point 1.

    3.) The E-Mail has a "Share Feedback" button, I guarantee this will have "less response rate" compare to the 2 direct links "Good, Bad" in previous version. I would like to see old design back here.

    4.) Try Rating as an Agent will not show up "Agent can´t vote message" but it will block it and say Survey unavailable, could be more accurate

    5.) The Share Feedback Page itself, looks a bit ugly in formating and color. The customer should be seeing red / green. I tried smiley selection, the smileys are small, so it´s not good visible which rating is not good / bad.

    Feature Request:

    1.) I also looking to have multiple survey (per Brand, per Condition) i.e. we launch a new product, we want ask different question to only this selected product field. So CSAT Product A should send out with question set a, to give us deep insight, not generic ones.

    2.) Auto process afterwards, we only have satisfaction changed to bad for now in trigger, if this could enhance by "CSAT Set 1" CSAT Set 2" .. .. we can build workflow may even on question, a question could be: Did our Helpcenter helps you find an answer? Instead of Text Area I want see a Yes / No, with "No" the trigger forward the feedback to Helpcenter Team to re-work Knowledgebase and adding matching article.

    Thanks!

     

    Tobias

     

     

    1
  • Steve Lacoss
    Zendesk Luminary

    It would be nice to be able to preview a configuration before making it live.

    0
  • Ian McMullen

    We're currently doing something similar to the steps shown here. Can we continue to do this with the new CSAT experience, or is the email sent automatically if CSAT is enabled with the EAP?

    0
  • Tetiana Gron
    Zendesk Product Manager

    Hi everyone!

    Thank you for your feedback! Currently, there is only one available placeholder for the new CSAT: {{satisfaction.survey_section}}. Your input will assist us in assessing whether we need to introduce more placeholders to support various workflows.

    0
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Elizabeth Williams Tetiana Gron. I tested this and actually loving the new interface and how it's being presented to the customer.

    I have some questions/feedback please.
    1. Can we possibly add some follow up question as well for the ratings 4-5 as it's a great way to offer customers to rate us in other platform eg., Trustpilot
    2. Currently, this is customizable CSAT are offered using Automation, is there's a chance we can use this in a trigger instead? If yes, should we use the same placeholder only? 

    0
  • Tetiana Gron
    Zendesk Product Manager

    Jahn Bronilla, thank you!

    1. We will evaluate the option of following up on positive ratings when we add more questions.
    2. You can use the same placeholder in triggers. 

     

    0
  • Matt G.

    Hiding the CSAT survey behind a "Share Feedback" button is a non-starter for us.

    Why not just put the survey directly in the email instead of making users click an extra button and go to an extra website? This is what Medallia CSAT does and it's why we'll continue using their service.

    We'd love to shift to this new CSAT, especially because we'll be paying for it as part of our plan, but the additional click required for customers to share feedback is going to dramatically impact the amount of feedback we receive. 

    1
  • TomTom

    While using the old survey, in triggers we could use the satisfaction option which would show the options created in the drop-down. With the new survey, the options added in the drop-down field are not available in the satisfaction option section. 

    0
  • Joe Anderson-McAulay

    I turned on CSTAT 2 days ago. Besides setting up a view which is showing the tickets. I need to know how many customers submitted the survey and  what the actual feedback is. The basic reports in Explorer are not helpful.

    0
  • Damien Messé

    Hello, 

    We have been waiting for the this new Csat feature for some months.

    We have been waiting for one thing mainly which is the possibility to remove the "no reason provided" option when user choose bad csat. 
    Indeed, 25% of the bad csat we receive have "no reason provided" by the users. We want to get rid of this option because it doesn't bring any info if we want to take action afterward.

    We were really disappointed when we noticed that it's still possible to send a bad csat without selection a reason in the list.

    Do you plan to remove the possibility for users to send csat without any reason ?

    0
  • Nur Asilah Ramlan

    Hi,

    Is it possible to trigger CSAT from button/CTA maybe in a homepage not in ticketing. Thanks

    0
  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Matt G.
     
    Happy New year! Thanks for pointing that out regarding the "Share feedback" being an extra step to write a comment. I'd love to add this as a constructive feedback to our Product team so that it can be improved in the future. Please do know that this is still on EAP and all feedbacks are all valid. 
     
     
    Cheers! 
    0
  • Ariya

    Is this new feature can be used in Social Media (Facebook, Instagram, X, WhatsApp), Messaging?

    0
  • Tetiana Gron
    Zendesk Product Manager

    Ariya,

    New CSAT will be available in Messaging channels later. 

    0
  • Deke Marquardt

    Hi! Two questions:

    1. Is there a way to make the drop-down a multi-select option? For example, if the user gave a bad CSAT, it would be nice to know it could be for both "being slow to respond" and for "providing an accurate response". "All the above" would not work in this case because agents could have some areas where they performed well and other areas where they struggled.

    2. I do understand the score for 1-5 is not factored in when reviewing KPIs on the dashboard. Is there a way though that there is some sort of API or raw data that pulls the scores so I can at least store the data elsewhere?

    0
  • Gabriela Manarim

    I am testing the EAP and I see that the satisfaction remains as Offered, the same as before. But this point was previously reported as an error, has it already been corrected or is there still something I should take into consideration?

    1

Please sign in to leave a comment.

Powered by Zendesk