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Sending a CSAT survey to your customers



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Elizabeth Williams

Zendesk Documentation Team

Edited Oct 16, 2024


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72 comments

It's great to see progress with the new CSAT feature, but there are still some critical functionalities missing:

  1. Multilingual Support Not Activated:
    Our company operates across Europe with five different brands, each requiring multilingual support. Currently, all CSAT fields can only be customized in one language, which severely limits our ability to deliver personalized feedback requests to our diverse customer base. (HIGH IMPACT)
  2. WhatsApp Integration and CSAT Customization Lacking:
    I'm seeing that the email support is the main focus here, but our top communication channel is WhatsApp, where there’s currently no integration with Meta, and customers are forced outside WhatsApp to complete the survey. This disrupts the user experience and significantly reduces response rates, often resulting in negative feedback. Additionally, the CSAT request fields for WhatsApp remain non-customizable, preventing us from tailoring surveys to meet customer expectations. (HIGH IMPACT)
  3. Explore Dashboard Update for New CSAT Metrics:
    With the new CSAT setup, it would be invaluable to have an updated dashboard in Explore that accommodates these metrics and reflects the latest data insights. (MED IMPACT)

These issues are limiting the effectiveness of CSAT, which is a key metric for Zendesk, our organization, and the quality of service we provide. I hope these concerns will receive priority, as resolving them would enhance usability and impact across the board.

Thank you for your attention!

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Tetiana Gron

Zendesk Product Manager

Marco Zerbini thank you for feedback! You can use dynamic content to localize your CSAT survey. Read Providing multiple language support with dynamic content.  

If you want to provide product feedback, please consider creating a new post or upvoting existing in the Support forum. Here is our product feedback template to get you started.

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Hi Tetiana Gron  thanks for the reply. 
Unfortunately as I was saying this is not possible with Whatsapp. 

Please don't focus only on the email. 

Whatsapp is the most important channel worldwide and it's not even integrated. 

Please

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Tetiana Gron

Zendesk Product Manager

Marco Zerbini could you please clarify about WhatsApp experience? If you use the new CSAT, you will see customized questions, once you click Submit feedback button. You can also use the new CSAT together with concluding conversations. Read Announcing the End session feature for messaging conversations.

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Tetiana Gron  The new CSAT is not automatically translated based on the end user language. 
This is a feature that we are using in the old csat, but in this csat this feature is not working. We tried also with a ZD product manager in call . 
I'm talking about this: https://weroadsupport.zendesk.com/admin/objects-rules/rules/csat/survey

Both rating scale and dropdown question are not translated
 

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Tetiana Gron  look.
I tried to put an english sentence and I opened with an italian account and you can see that this is not translated.  All the field are not linked with the end user language

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Tetiana Gron it feels like you all went backwards on this making things harder for companies to track CSAT. You should not have rolled out a new CSAT method if it has limitations. Since opting in to using the new customizable CSAT, we can not run reports that show the 1-5 scale nor can agents see the total number of Good/Bad CSATs from Agent Home. This needs to be improved and fixed so we can utilize the new 1-5 rating scale, otherwise this update to Zendesk is not worth it and I wish we would not have opted in. PLEASE FIX THIS

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Tetiana Gron

Zendesk Product Manager

Marco Zerbini please submit a ticket to Zendesk so we can discuss your case in more details. More information on how to do that can be found here.

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Tetiana Gron  Already opened a support ticket with Ana 
But no solution has been found. 
Can you please help us with that? Is it possible to have a private discussion with a PM

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I would like to flag that with the new CSAT tool we have a lower response rate compared to the legacy one. To me, the reason is clear, with the previous solution customers didn't have to do an extra action to open a separate window.

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How can I use dynamic content for this survey? We are ready to switch to this new form, but we are currently sending to 19 different languages.

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Hello Tetiana Gron 

Is it possible to go back to previous behaviour (or having the option to) when CSAT comment was shown under the rating ?
It is way more efficient for agents which have their view to monitor CSAT bad reviews.. 

Do you know why Zendesk removed that ?

It's a huge red flag for us

Thank you

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Viachaslau 100% agree that enabling the new CSAT experience has resulted in a massive drop off of our response rate. So much so I have reverted to the old CSAT method. Actual numbers from our last 6 months below. The highlighted weeks are the ones we had the new CSAT experience enabled. 

 

Zendesk, this new feature needs a lot more work before it is going to benefit your customers.

 

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Agreed with Max above. We need CSAT shown under the rating in a ticket like how it was with the Legacy CSAT. Also, we need agents to be able to see their good and bad CSAT reviews from their agent home screen. Lastly, we need a way to create reports to reflect the 1-5 rating. Zendesk should have never implemented this new CSAT feature without having everything figured out first. This has ruined the workflow for so many companies. 

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Tetiana Gron

Zendesk Product Manager

Juliana, CSAT supports localization using dynamic content. Please read more Providing multiple language support with dynamic content.

Max, you can upvote the existing product feedback - Bring back visibility of CSAT Comments

Rachel Martin what channels do you use? Do you see drop in both messaging and email? If messaging what messaging channels do you use? We have also rolled out recently updates to the email experience. Read more Announcing-CSAT-public API and updates to CSAT email.

If you have product feedback, please submit it in Support forum to receive the visibility and answers. Unfortunately, article comments do not facilitate meaningful conversations and the exchange of ideas on a single topic.

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Tetiana Gron I mentioned above that we see a dramatic drop in response rate after switching to the new CSAT tool, from 20 to 11 percent. Are you seeing this globally across all Zendesk customers and what is the plan for improvement?

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I'm curious about the logic behind placing the lowest score at the top of the list and the highest at the bottom. Is there any plan to let us reverse the order so that the highest scores are at the top?

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Tetiana, we have already used dynamic content for our CSAT Survey. But we want to switch to the new survey form that Zendesk just launched, and I don't see how I can use dynamic content in this new one. Am I missing something?

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Tetiana Gron We use email, Messaging and Web and have seen a drop off across all 3. We only use Messaging with web widget.

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+1 on Rubens point. We'd like the positive rating to the at the top, but we don't have the ability to change the order. 

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Tetiana Gron

Zendesk Product Manager

Thanks for feedback, everyone! 

Juliana Salcedo You create dynamic content for every string you want to localize, and then you replace each string.

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Jahn

Zendesk LuminaryCommunity Moderator

Tetiana Gron  - +1 to Rachel Martin comment to change the order of the CSAT so we can present the positive option first before the negative one. 

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Tetiana Gron I saw a comment on another post that multiple additional questions were being developed for release this year. Is this still on the roadmap and, if so, what's the ETA? 
It would be amazing to incorporate multiple ratings (i.e. service and NPS). I know there are a wealth of marketplace apps that offer this at additional cost, but we don't want to change our infrastructure if Zendesk is developing this natively. 

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Agree with most comments here. I will not implement this nonsense until the fixes are made. 

Bad at top, Good at bottom = Who determined it was a great idea to put the Bad rating first?

 

And stop asking me to buy yet another “APP” after ZD implements a change. It's yet another reason I'm looking at another solution for a ticketing system.

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Hi,
Where can I see the CSAT results? When I enabled the new CSAT the field containing comments from previous CSAT got deleted (which is fine) but I need a new one that I can add to view to see the results of the survey.
Is there another (better way) to look at the results?

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Tetiana Gron

Zendesk Product Manager

D.Fitz additional questions feature is on our roadmap but I can't share timeline. 

Stas Siganevich you can see responses to comment and dropdown questions in the ticket history. Read more Viewing CSAT results in a ticket

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Tetiana Gron I appreciate the response but is there any way to get some sort of indication? Are we expecting this in H1 2025 or at some point in 2026? It's functionality that we require and the timescale is going to determine our own roadmap for the foreseable. 

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Is it possible to control the activation of CSAT for WA/MSG by brand? In email, I can control it through placeholders, so I'd like to control it by brand to understand if it will gradually affect the response rate.

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Hi Tetiana Gron , do we have any news or update on if and when, the CSAT could be natively implemented in Whatsapp without the redirect?
Is it something that ZD is on it ?

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Tetiana Gron

Zendesk Product Manager

Gabriela Manarim Could you please explain more about what you are trying to achieve? Are you testing the response rate between {{satisfaction.survey_section}} and {{satisfaction.survey_url}}?

D.Fitz our current plan is to make additional questions available earlier than 2026, but our plans are subject to change.

Marco, we recently updated the URL to a button in WhatsApp. We are currently looking into ways to improve the response rate in our messaging channels, but I don’t have any specific information to share at this time.

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