A customer satisfaction, or CSAT, survey encourages your customers to provide feedback about their support experience 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.
The CSAT survey for Zendesk Support is sent in email one day after the ticket is set to solved. For Zendesk web, mobile, and social messaging, the survey is presented in the messaging interface immediately after the ticket is set to solved.
- Tailor the CSAT question to your needs
- Select a rating scale with 1-2, 1-3, or 1-5 ranges
- Edit the label text for each rating
- Set the rating type as numerical, emoji, or custom text
- Show follow-up questions for users who submit negative ratings
Setting up the CSAT survey
By default, the CSAT survey is not active. You can tailor the survey with your CSAT question, rating scale, and rating labels, then choose the channels you'd like to send the survey. You must be an admin to set up and send the CSAT survey.
To set up and send the CSAT survey
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
- Click Get started.
The page does not appear if you or another admin has already taken this step. If a banner at the top warns that you have legacy CSAT activated, click Go to end-user admin to deactivate legacy CSAT in the Satifaction tab before continuing.
- Click Edit survey.
- 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:
-
1-2 rating scale, where 1 is bad and 2 is good (Use this scale if you want to send a simple survey with a good or bad rating.)
-
1-3 rating scale, where 1-2 is bad and 3 is good
-
1-5 rating scale, where 1-3 is bad and 4-5 is good
-
- Scale type: Response indicators that users will select when rating their experience, either 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.
- (Optional) If you want to send an open-ended question to users who submit a
negative rating, click to expand the Open-ended question section,
then type the question in the Headline field.
To remove this question from the survey, click Delete.
- (Optional) If you want to send a drop-down question to users who submit a
negative rating, click to expand the Drop down question section, then
configure your drop-down question:
- Headline: Text presented above the drop-down question that asks users to select an option.
-
Drop down options: Possible reasons why users might 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.
To remove this question from the survey, click Delete.
- Click the delete icon (
-
- Click Save, then click Back to return to the Customer
satisfaction page to activate a channel for your CSAT survey.
The CSAT survey will not be sent to users until you activate at least one channel for it.
- In the Channels section, click the channel actions icon (
) for the channel you want to activate, then select Activate.
Activating a channel turns on the associated business rule to start sending the CSAT survey to users in that channel. To send a CSAT survey for messaging, you must have set up messaging.
- Click Activate rule.
Once you activate the rule, the channel Status will show as Active on the Customer satisfaction page. To view CSAT results, see Viewing your CSAT score and ratings.
Turning off the CSAT survey
Turning off a CSAT survey removes the CSAT survey and deactivates all channels. If you want to turn off the survey for a specific channel only, see Deactivating a CSAT channel.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
- In the upper-right corner of the page, click Actions, then select
Turn off customer satisfaction.
- Click Turn off.
The CSAT survey is removed and no longer sent to users.
71 comments
Jakub Raduszewski
It would be great to have a similar improvement to Zendesk Guide helpfulness rating on articles.
5
Yusuf
Is it possible to use dynamic content in the dropdown options and labels? We need that since we will make it available across 15+ languages.
5
Yusuf
Is it possible to use dynamic content in the labels and dropdown options? We need it since we will use it across 15+ languages.
4
Zachary Hanes
Am I reading this correctly that follow-up questions can only be set for negative responses? Can we ask a followup on a positive response too?
4
Marius Gavril
This is a great improvement from the basic CSAT experience Zendesk used to have.
My two nuggets with this feature are:
1. Allow for a follow-up question to be added for positive reviews as well, not just negative
2. Allow for Admins to also edit the categorisation of negative/positive CSATs. For example, we currently use a 5 star rating scal and al 3 stars are either slightly positive or just neutral. As a result, we only define 1 and 2 stars as negative, which is manual work, but allows agents to see their true CSAT value. Having a drop-down next to the negative/positive attribute allows Admins to customise the experience even more and would be a HUGE value add to the feature and its usability.
2
Li Xia
Zachary Hanes Looks that way Zachary. Follow on questions are shown when the rating given is NEGATIVE. You have the choice of asking 1 x multi-choice and / or 1 x open text follow on question.
For more customizable CSAT survey option with flexible follow on questions, take a look at the Sondar CSAT survey add-on in the Zendesk marketplace.
0
Luis Martinho
What about translations? How can we use this service for multilingual purposes?
0
Moss
I wish this allowed us to offer multiple questions containing the rating scale to our customers. As it stands, even with this change, the survey is very narrow in focus.
0
Li Xia
Multilingual doesn't appear to be supported currently.
2
Rachel Martin
It's a shame that you cannot change the order in which the ratings appear. In my testing you are presented with all the negative options first which I think is going to have an impact on our ratings. I have been waiting for ages to be able to have more options than the binary satisfied/unsatisfied choice so why limit us like this? Also the neutral option is not neutral, it's considered negative. I appreciate it can be argued that anything less than positive is negative, but it would be good to have the ability to choose for ourselves and to have a neutral option which counts as a CSAT response but does not count as either positive or negative.
Further to this, how are the new levels reflected in Explore reports? As far as I can see, they are still split by only ‘good’ and ‘bad’. If we set the new levels how are we able to report on what has been chosen?
9
Fabian
I would be curious as well if dynamic content is or will be supported or not - as only having 1 language hardcoded willl be a blocker for us (and most likely many other companies as well). Would be great if someone from Zendesk can comment on that
5
Nora
Would be great if this was sent inside the last email once solved, rather than a seperate email (anti-spam)
3
Efrat Barak Zadok
My suggestions here are to allow follow up questions/open questions on specific answers as desired - such as neutral.
Also - allow to create/add more questions in the survey
0
Li Xia
As others have mentioned, the new CSAT feature is a step in the right direction but is limited in functionality.
For those looking for highly customizable CSAT surveys for Zendesk, checkout the Sondar CSAT add-on from the Zendesk marketplace.
Here are the benefits: Add CSAT, CES, NPS surveys to resolved ticket emails
-5
Tetiana Gron
Hi everyone,
You can localize your CSAT survey using dynamic content, read more Providing multiple language support with dynamic content.
There are two follow up questions. Dropdown question is only available for negative rating. An open-ended question, if configured, is offered independently from the rating.
There are current limitations with Explore. You can use public API to get detailed results. Read Survey response submitted event and Survey responses. If you have Zendesk QA as part of your subscription, you can see results there. Read Using the surveys dashboard.
-2
Tetiana Gron
Thank you, everyone, for your continued feedback and engagement on this new feature, we greatly appreciate you sharing your thoughts with us. We want to make sure your questions are finding the right person to respond and are landing in the appropriate places.
If you have product feedback regarding CSAT, please post it in the Support forum to receive a response from the product manager. Here is our product feedback template to get you started.
Before you post, make sure to look to see if there is not a similar post to your feedback. If there is, please upvote or comment on it so that we can capture your feedback.
If you are experiencing a bug or technical issue, please reach out to our advocacy team who would be delighted to help you get to the bottom of the issue you are facing. More information on how to do that can be found here.
Thank you again for your engagement!
0
Nick S
Hi, I am liking the new feature! We don't seem to be able to get the Open Ended Question/text box feedback to appear in the ticket for the agent. I can see they appear in the 'ticket satisfaction comment' section in Explore, but not in the ticket itself. The ticket does display the rating, but no comments. Is this coming soon or is it a technical issue?
0
Kylene Carpenter
It would be nice, if we could set this up without having to deactivate the legacy version first.
5
Kylene Carpenter
Rather than the customer having to click on a button that says Share Your Feedback, is there a way for us to add this directly to the email notification so that can instantly check one of the ratings so it doesn't take them to another link?
1
Tetiana Gron
Hi Nick! Are you asking about Agent Workspace view? Agents can see the comment and answer to dropdown question in the ticket history.
0
Jenn Luna
would be great to be able to customize these by forms for those of us with different products under one company.
0
Stephanie Schober
Nice feature! I would like to customise every text though to be able to adapt it to our corporate language.
0
Nick S
Hi Tetiana, yes I see the comment in the ticket events within Agent Workspace, however I know agents would love to be able to see this feedback where it used to be; at the top of the ticket underneath the satisfaction provided. Bit more visible compared to changing to events view.
2
Kyle Beaulieu
I know we can ask different types of questions now, but are we still limited to a single question, or can we have multiple questions with this feature? Having the ability to get feedback on more than one question would be wonderful.
0
Kylene Carpenter
It looks like the individual CSTAT score has been removed from the Home View. How do we get that back?
3
Mark Dennis
Is it possible to allow agents to see the ratings but not any comments?
0
Tetiana Gron
Mark Dennis agents can see the rating in the ticket view. They can see comments and answers to dropdown questions only if they open ticket history.
-1
Tetiana Gron
@Kylene Carpenter new CSAT is not yet available in Agent Home. Please post feedback it in the Support forum so we can see how many others upvote it.
-1
Luke Aleo
We include the CSAT Link via a trigger when the ticket is changed to Solved status. Are we still able to use this link to obtain feedback instead of having an automation?
0
Tetiana Gron
Luke Aleo you can use a custom trigger to send CSAT.
1