Customer satisfaction ratings, or CSAT, are a way for your customers to provide feedback about their experience in Zendesk Support by rating their solved tickets. The survey is designed to maximize the response rate by being quick and simple while also gathering the essential data: a positive or negative rating, and an optional comment.
- Edit the CSAT survey question headline to tailor it to your needs
- Select a rating scale range with either 1-2, 1-3, or 1-5 scale increments
- Edit the label text for each rating
- Select the rating type (numerical, emoji, or custom text)
As with the current experience, you can also configure optional open-ended or drop-down follow up questions for users who submit a negative rating. However with this EAP, you can also change the question text used for the open-ended question.
The customizable CSAT experience available with this EAP makes it easy to turn on the CSAT survey and to customize it for your needs.
Prerequisites (Request page experience)
- The standard Copenhagen theme, your theme was automatically updated to include this property.
- A custom theme, you can update your theme to incorporate the new code that supports this feature, available in the templating API v3 and above. For an example of this code, see the Copenhagen theme request page.hbs on GitHub.
Setting up the CSAT survey
By default, customer satisfaction ratings are disabled. You must be an administrator to enable the CSAT survey.
To set up the CSAT survey
- In Admin
Center,
click
Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
If this is the first time you are accessing the Customer satisfaction survey page, the landing page appears (Step 2). Otherwise, the Customer satisfaction page opens (Step 3).
- Click Get started.
- In the Survey section, click Edit survey.
- Click the down arrows on the page to expand the areas you want to
customize.
- In the Rating scale section, configure the following:
- Headline - Text users see when asked to respond to the survey.
- Scale range - Rating scale options that you want users to select from. The number you select represents the highest number of the CSAT scale. For example, if you select 2, your CSAT scale will be 1-2, with one being negative and 2 being positive. You can select a 1-2, 1-3, or 1-5 scale. These results will be mapped to the Good/Bad scale and can be viewed both in Explore (Zendesk Support > Satisfaction) and on the ticket view.
- Scale type - Response indicators that users will select when rating their experience. You can select numerical, emoji, or custom text.
-
Scale - Rating responses specific to the scale type. If your
scale type is:
- Numerical, the column displays numbers within the scale range.
- Emoji, you can select the emoji that corresponds to the rating.
- Custom text, you can type the text you want to display as the rating.
-
Label - For numerical or emoji scale types, this is the text
that identifies the rating. For example, next to a “1” on a
numerical scale, the label is “Very unsatisfied”. This field is not
available for custom text types.
- In the Dropdown question area, configure the questions that you want
to present to end-users who submit a negative rating on the survey. Use
dropdown questions to probe for reasons why they submitted a negative
rating.
- Headline - Text presented above the dropdown question that asks users to select an option.
-
Dropdown options - Enter possible reasons why users would
submit a negative rating.
- Click the delete icon (
) to remove an option.
- Use the drag-and-drop icon (
) to move an option up or down in the list.
- Click Add option to add a new option.
- Click the delete icon (
-
Delete - Click Delete to remove the dropdown question
from the CSAT survey.
-
In the Open-ended question area, configure an additional question you want to present to end users who submit a negative rating on the survey. Type the question text in the Headline field.
To remove this section from the survey, click Delete.
- Click Save.
- Click Back to return to the Customer satisfaction page where you can activate the channel for your CSAT survey.
Activating, deactivating, and turning off the CSAT survey
When you create a new CSAT survey, you can activate the CSAT channels (for example, Email) to create the default automation and triggers that support that survey. Activating a channel turns on the CSAT survey for end users.
{{satisfaction.rating_section}}
or
{{satisfaction.rating_url}}
. See the information about legacy placeholders in Zendesk Support placeholders reference. See also Customizing your customer satisfaction survey.- Deactivate a CSAT channel - Removes the channel and accompanying automations, but leaves the CSAT survey intact.
- Turn off the CSAT survey - Removes the CSAT survey and deactivates all channels. When you turn off the CSAT survey, the original landing page will appear when you open the Customer satisfaction link within Admin center.
- If you haven't already, open the CSAT survey you just saved.
- In the Channels section, click the channel actions icon (
) for the channel you want to activate, then select Activate.
Note: Custom CSAT automations and triggers are not displayed in this section. - Click Activate rule.
Once you activate the rule, the channel Status will show as Active on the Customer satisfaction page.
- In Admin
Center,
click
Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
- In the Channels section, click the channel actions icon (
) for the channel you want to deactivate, then select Deactivate.
- Click Deactivate rule.
The channel is deactivated. The channel status is set to Inactive on the Customer satisfaction page.
- In Admin
Center,
click
Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
- Click Turn off.
- Click Turn off.
When you turn off the survey, you will be redirected to the landing page, where you can set up a new CSAT survey.
Update and view automation rules
When you activated the CSAT channel, new default automation rules were created for
ticketing to support the new CSAT experience. To view the rules for your activated
channel, you can click the channel actions icon () for the channel that you want to
view, then select View rule.
A new tab opens, displaying the Business rules > Automations page. You can use this page to update the automation rule or configure your own using the {{satisfaction.survey_section}} and {{satisfaction.survey_url}} placeholders.
CSAT end user experience
Email experience
When you turn on CSAT ratings in Zendesk Support, end users receive a notification 24 hours after the ticket has been set to solved that asks them to briefly evaluate their experience. They have 28 days to respond to this request. You can customize the default automation to modify the end user experience, including the number of hours after which the ticket is solved that users receive a notification.
The survey is designed to maximize the response rate by being quick and simple while also gathering the essential data: a positive or negative rating and optional comments.
When users click Share feedback, they are brought to a landing page where they can provide their feedback and add comments. The elements end users see on the landing page depends on how the CSAT was configured. For example, if the CSAT was configured to include the CSAT ratings and no additional questions, end users would only see the ratings area. For all of the possible configuration elements, see Set up the CSAT survey earlier in this article.
Example
In this example, a CSAT survey is configured with the following:
- CSAT question with ratings
- Drop down reasons for users who submit a negative ratings
- Open ended question
When CSAT is configured this way, end users responding to the survey will see one of the following views, depending on whether they submit a positive or a negative rating.
-
Positive rating: End users can add comments
-
Negative rating: End users can add comments and select a reason for their experience from the drop down menu.
Request page experience
Once the ticket is solved, end users can use the Requests page to find and open their request. They can then click Add feedback to open the CSAT survey, where they can share and submit their feedback.
If end users return to the Request page after submitting their feedback, they can click the Edit feedback link to view or change their submitted feedback.
If the time allocated to the CSAT resolution has passed, end users will only be able to access a link to View feedback, where they can see what they submitted, but cannot change their response.
Viewing the CSAT results
You can use the Satisfaction tab of the Zendesk Support dashboard to view details about your CSAT surveys in Explore. See Viewing your CSAT (customer satisfaction) score and ratings.
In the EAP, the Good/Bad scale is mapped to the configured numerical rating scales for the CSAT. For example, for:
- 1-2 rating scales, 1 is bad and 2 is good
- 1-3 rating scales, 1-2 is bad, and 3 is good
- 1-5 rating scales, 1-3 is bad, and 4-5 is good
How to enroll in the EAP
You must have a Support Pro or Suite Growth or higher plan to be eligible for the CSAT EAP. To enroll in the EAP, sign up using this form.
To provide feedback for this feature, see the Customizable CSAT configuration community topic.