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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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Tetiana Gron Sure, I already made that change and was able to complete it in CSAT via email. But when the channel is WA/MSG the sending is done by the "send satisfaction survey" trigger. In this context, I can't, for example, make one brand keep the current survey and another use the customizable survey. My goal with this is to test this new option to see if it will affect my response rate, as it opens a new window for evaluation.

 

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Is there a feature for CSAT on voice calls?

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Tetiana Gron

Zendesk Product Manager

Shawna no it is not available in the voice call. You can send a CSAT survey via email or sms after the call. 

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Tetiana Gron  Since we do not want to overload our users with survey emails, we built a whole set of triggers to send CSAT to the client's 5th ticket. I hope there will be something similar or some kind of random CSAT. 

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Initially I was excited to hear about the new CSAT experience, BUT after reading through all these comments it seems the experience is yet again below par.

How you deem this functionality is ready for public consumption is beyond me. So many bad design decisions, and the lack of actual reporting is insane. Why also does the speed of future updates appear to be operating at a glacial pace? 2026 for some…!

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I agree with Matt. I swapped to the New CSAT survey format, as I was excited to gain  better data to use for our Customer Service model. Only to be told that the data is not accessible unless I build and API report. They have not released the report for the dashboard, nor can you create a report to capture the data. (Unless you can code using API) This was very discouraging, and quite frankly a let down. Why offer this great feature, but no way to interpret the data?!?! Do better Zen Desk!

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Yes, agreed with Matt and Shawna.  Shipping a half-baked feature is worse than not shipping at all.  Explore reporting should be a launch criteria at this point.

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Also, is there a reason why the support comments on these pages collate chronologically versus reverse-chronologically?  Can this be switched?  Seems like a very confusing practice to put the latest and greatest feedback all the way at the end….

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I finally enabled the new CSAT experience again after ironing out the issues with our response rates, and introduced the 5 levels of response, even though I know that you can only report on on 2 in the back end. I wanted the customers to at least feel that they had the ability to give nuanced feedback. However, I quickly discovered that having 5 levels of response hides the comments box and is only accessible if you scroll down in the CSAT pop up. Needless to say customers did not do this, and so although I was getting good volumes of responses, I got no comments, even with a prompt at the top (which looked naff!)

 

In the end I was forced to reduce the options to 2, just so the comments box would show! Everything with Zendesk seems to be a compromise; if you want one feature to work, you have to sacrifice effectiveness in another!

 

 

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Tetiana Gron

Zendesk Product Manager

Thank you Rachel Martin for feedback! I’m happy to hear that you were able to increase the response rate. We are committed to enhancing the CSAT experience in messaging.

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Ben Chapman

Zendesk Luminary

Tetiana Gron We were using the {{satisfaction.rating_url}} to send via SMS after a Talk call was completed so customers that may not have an email associated with their ticket (but since it's Talk they have an phone number) would receive an SMS message with the url link to take a survey.  This has been hugely successful at collecting Talk satisfaction info as it happens immediately at the completion of the call and on the customer's phone which is already in hand.

 

In the new CSAT experience, I don't see placeholder for a survey link; will adding the Action “Notify by > Request messaging satisfaction survey” work if sent via SMS?  If not, is there a way to collect CSAT from Talk Calls without requiring email addresses?

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Tetiana Gron Like Shawna we are trying to set up CSAT following Zendesk Talk calls. As per your suggestions I'm trying to set this up via text message but I can't see a way to do it. There doesn't seem to be any mechanism to send any of the built-in CSAT requests via SMS following a call, and I have tried creating a trigger that sends an SMS notification requesting a reply with a score in from the end user, but when they reply it creates a new ticket. Please can you help?

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