We need to be able to customize the customer satisfaction survey better. Our current problem is that for the past 6-12 months, multiple customers have accidentally clicked the "Bad I'm unsatisfied" link in the closed e-mail which INSTANTLY provides the engineer a bad rating. We know it's accidental because when it happens, usually the customer requested the ticket be closed with their thanks and we've even gone as far as contacting them inquiring about it. Usually it is an "oops sorry, I must have misclicked" we get when we ask them.
Being able to customize the customize the customer satisfaction survey to make it so either the customer has to verify they want to leave a positive or negative rating or even requiring a comment be present for a positive/negative satisfaction rating would solve this issue. It would also give us more information on WHY the negative satisfaction rating was left instead of the customer being able to leave it blank and provide us zero feedback on how we could have better served them.
Because of this problem, our satisfaction rating is being skewed by these accidental clicks which mean that the customer satisfaction rating within Zendesk now because complete useless as far as rating and analytics go. This should have been a part of these feature since it's inception.
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