You can view details about your customizable CSAT surveys through one of the following ways:
- Zendesk Explore dashboard
- Zendesk QA dashboard and tickets
- Agent Workspace
To receive results, you must have enabled customer satisfaction ratings and received at least one response. See Customizing the CSAT end-user experience.
Zendesk Explore
Zendesk Explore offers you a comprehensive view of 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.
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
Zendesk QA
With Zendesk QA, you can access a more granular view of your data. You can use the Surveys Dashboard in Zendesk QA to view and analyze the results of your surveys. The Surveys dashboard provides a CSAT card to help you understand your survey results. See Using the surveys dashboard.
Agent Workspace
You can view the CSAT rating in the upper bar of the ticket in Agent Workspace. To view responses to drop-down and open-ended questions, click Events, then scroll to the relevant event.