Hide customer satisfaction results from agents view

13 Comments

  • Jose Gonzales

    This would be a welcomed addition to features! Often time it creates a lack of productivity with agents reading through and talking about negative satisfaction and a dip in moral when agents see negative reviews. Since agents can see these as well, there has been an occasion where the agent responded to the customers bad review in a less than ideal manner.

    1
  • Ian harris

    I would also agree with this, negative feedback can effect the mental well-being of agents.

    Ideally there should be an option to hide both or either.

    1
  • Ashley

    I also agree with this. We recently turned Satisfaction on (with the upgrade to Professional) and the reaction was immediate. I would really love for only admins and above to have access to the Satisfaction survey responses. 

    1
  • Nicole S.
    Zendesk Community Team

    Thanks for the feedback, Ashley!

    1
  • Paul

    I would also like to see this. Because we use ZenDesk as an internal IT HelpDesk, ratings can affect interaction between employees in the office.

    1
  • Nicole S.
    Zendesk Community Team

    Thanks for the feedback, Paul. We do not have any improvements to CSAT planned in the near future, but are continuing to collect use-cases and votes on this thread for future consideration.

    2
  • Adam Gerson

    I would also like to hide feedback from agents and just have it be viewable by their manager. 

    2
  • Patrick Kennedy

    I think this is super important feature that is currently lacking. Our managers would like to the ability to screen the feedback and decide when/how to share this with the agents rather than have the agents see it in the ticket. We may need to turn off the survey because of it since any agent in a group can see the comments for any other agent in that group. Is this by design?

    2
  • Matt

    One more voice in favor of this feature. Thanks!

    0
  • Rob Hood

    I would like this ability as well.  I posted the same issue with  a GDPR twist here https://support.zendesk.com/hc/en-us/community/posts/360047686514-Ability-to-hide-CSAT-Banner-in-tickets prior to finding this one

    1
  • Rafael-Work Saucedo

    Please turn this into a thing. As others have stated, agents become too preoccupied with the notion that they did "bad" which is bad for productivity and morale. Instead, the manager, an actual person should be the one responsible for interpreting and communicating feedback and outcomes to the agents, not some metric. Thanks!

    1
  • Teresa Clark

    There are two years of history on this request to turn off comments on the CSAT survey.  It isn't productive for agents to see these comments. All of the positives that we gain as a team by using the survey are undone when everyone views the comments and spends way too much time making necessary adjustments. Please prioritize this change to CSAT functionality so that only the admin can access the metrics. Thanks! 

    0
  • Jean Cesar Martínez

    I agree with Teresa. CSAT usually measures the customer experience for a particular support request that could have gone through different support agents. An agent could get scores (negative or positive) for something that could have been out of their control and therefore impact their productivity.

    We have three levels of support, but usually the 2nd level is the one that interacts with the customer. If a ticket gets to 3rd level and stays there 1 week causing the customer to have a bad experience... when the ticket gets back to level 2, the ticket is solved and the customer leaves a Bad score based on the 1 week wait time... It is the level 2 agent who will see the score. 

    Either way, it seems the community agrees that the ability to hide is the answer. Please allow us to choose if we want our agents to see that score or not.  

    0

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