Rating Support

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105 comments

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    bobsievewright

    That's a great idea, that way we have good concrete proof, centrally located on our performance and customer satisfaction....

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    Charles Hafslund

    I was just thinking of this today.  Some sort of survey widget would be awesome.

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    Rick Griffith

    I was thinking of the same thing a few days ago. What about using Survey Monkey or similar and including the URL to the survey in an email message that is sent to the user when the ticket is solved?

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    Mark Rothfield

    certainly the most effective feedback is reported when gathered directly after the event. for example, a basic 1-5 score on each of the following would be ideal: responsiveness, helpfulness, agent expertise, overall satisfaction

    the benefits of the survey being integrated into zendesk

    • familiar interface/look & feel

    • fast (no jump to 3rd party domain)

    • ability to collate reports against other metrics e.g. SLA control

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    Craig

    +1 - this would be a huge win.

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    Björn Bauer

    +1

    We've created a widget that asks the customer to define an emotional position on the specific ticket.
    Have a look here: https://blog.coremedia.com/cm/post/2526400/Give_us_a_Hint.html

    A rating system would fit perfectly!

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    Paul Keck

    Bjorn, that's fantastic! Can we use your widget?

    +1, btw

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    Nichols, Andrew

    I would really like to see this addition as well.

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    Björn Bauer

    Paul, Andrew!

    Sorry for the long waiting, the Zendesk Forums strongly need a email notification feature!
    Please find our Zendes Mood Barometer here in our contributions area.

    https://contributions.coremedia.com/zendeskmoodbarometer

    Please give us feedback!

    Cheers,

    Björn

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    Morten Primdahl

    Hi Björn, thanks for sharing your solution - it's great - we've been side tracked with other work but would love to incorporate it fully when given time. Just wanted to point out the "Subscribe" link at the top of the forum :-)

    Best
    Morten

     

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    Björn Bauer

    "Just wanted to point out the "Subscribe" link at the top of the forum :-)" .... ups :o)

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    Patrick Breitenbach

    We currently have a post-event survey that works well. One simple multi-choice question (How was your support experience: 4-Very Satisfied, 3-Satisifed, 2-Unsatisfied, 1-Very Unsatisified) and one open-ended question (How can we improve?).

    Customers can be prompted to fill out the survey either via a link in the reply or via a separate email dedicated to inviting the customer to score the support.

    Then, there would need to be a simple report to show each agent's average survey scores for a time period as well as overall score.

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    Batista Zarpellon

    Björn solution is great, but it would be good to have a way t gather the feedback if the user is just using email, not the web interface.

    Any ideas?

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    Björn Bauer

    Hi Batista!

    Thanks for the fish. We are currently thinking about providing a rating link in our solved mail.
    Would be something like:
    "Would you reccommend the Support to a friend?" Yes - No
    or
    "How would you rate the support?" 1 - 10

    Then write this in our own DB together with ticket number.

    We're not done with this yet, but any ideas or best practices are highly welcome.

    Cheers,
    Björn

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    Batista Zarpellon

    That's great Björn !

    Do you think we would be able to generate satisfaction reports by agent within the Zendesk admin?

    I like the "How would you rate the support" better.

    One big "Please":  if you can, make it possible to translate the question, as we use ZD in another language.

    Thanks again for this great extension!

     

    Cheers,

     

    Batista

     

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    Björn Bauer

    Hi Batista!

    Do you think we would be able to generate satisfaction reports by agent within the Zendesk admin?

    We are currently not working on a widget that provides the gathered barometer data, but I'm always demanding it from my team...

    Once they'll come up with this, I'll post it here.

    One big "Please":  if you can, make it possible to translate the question, as we use ZD in another language.

    What do you mean with that exactly?

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    Batista Zarpellon

    Hi Björn!

    What do you mean with that exactly?

    I am the text that goes to the end user (client) once the ticket get solved.

     

    We are currently not working on a widget that provides the gathered barometer data, but I'm always demanding it from my team...

    • So at the monetm, how do you use the gathered data? The idea is to measure the satisfaction level each agent provides doing his job, right?
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    Björn Bauer

    I don't understand what you need from me as for the translation...?
    What exactly are you asking for?

     

    We have a simple list of all votings or all gathered barometer votes.

    Our experience so far shows that the barometer is not a good tool to measure the overall experience of the customers. Customers are using to highlight their current mood and not their overall satisfaction with the support. We are getting really much "Sad"-votings while we are working on tickets. We usually don't get a better voring once the problem has been solved. The users are using it to make clear, that they are desperately relying on how help.

    To get an overall satisfaction feedback the proposed email clicking thingis currently the best idea for that, as long as ZD won't provide such a thing.

    (hell, did I just gave them another premium plan idea?) ;)

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    Batista Zarpellon

    Hi,

    Let's see if I can explain my idea.

     

    Currently, in our Help Desk (I'm about to move do Zendesk), in the footer of every message, I put something like this "If you have any problems with the handling of this ticket, please send us a message using our quaility control page", with a link to it.

    That's the way I have to give a escalation channel for our clients. This channel goes directly to me, and quite often we get praises :)

    So, what I would like to have in zendesk is something similar, or even a rating system (1 to 5, for example), so I could keep track on how well our agents are pleasing our customers.

     

    But translation, I mean the message in the footer of the e-mail. Our customers speak Brazilian Portuguese, and we've already configured all the system messages that are sent to the customer to our language.

     

    Hey, give ZD ideas, but no premium plans, please :)

     

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    Patrick Breitenbach

    We started out with putting a prompt in the footer to rate service and then added a auto-email 2 hours after case closure (this is all in Salesforce). And the email gets 10x the number of responses.

     

    And I would highly recommend keeping it simple. Two questions: 1) rate support on some sort of scale (we use 1-4 = poor to great) and 2) open ended.

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    Björn Bauer

    Hi Patrick!

    I am highly interessted in your way. Would it be possible to talk about it via email?
    I'd be very pleased if you could contact me: bjoern.bauer@coremedia.com

    Cheers,

    Björn

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    Jake Holman

    Hey Guys,

    Thanks for all the input, we'll be putting this to development to see if there's something that can be implemented here. I would imagine it would be along the lines of a rating as opposed to open questions - as the former is much less effort for end-users to update and results in more data being reportable by Zendesk rather than having to retrospectively analyse it yourselves!

    Any further feedback is certainly welcomed.

    Jake Holman
    Zendesk Support

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    Kai Hilton-Jones

    That's great news.

    This temporary solution works for us, in case someone wants to implement something in the meantime:

    https://support.zendesk.com/forums/1847/entries/88522

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    Jake Holman

    Hey all,

    Just an update here: no progress yet ;) But, it's something we'd love to look at, and we're thinking of a rather deep feature on this. Ratings encompass Forums, Tickets, Reports, etc, so it will take us a while to figure out the Feature and implement it.

    _Jake Holman
    _Zendesk

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    Francisco

    Hi Jake,

    It's great to hear you guys are considering this. It is also good that it will be a deep feature, but it would be even better to have a "less deep" feature, but sooner. From my end (and perhaps for other clients) having the ability to measure ratings on tickets is more than enough for now.

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    Patrick Breitenbach

    I'd echo the sentiments toward shallow and fast. We have a simple two question post-inquiry survey (rate support 1-4, open-ended) which works very well. On the back-end, attach the score to the case and provide a report.

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    Jake Holman

    A "Quick" feature isn't going to happen, it's just not as simple as one might think. What's more, it just means a longer wait time on a richer feature, due to wasted time on a lackluster one.

    _Jake Holman
    _Zendesk

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    Chris K

    Its good to hear that you are thinking about this, I do think it is essential in the grand scheme of things.

    In terms of key customer service metrics we monitor, it tends to be the number of incoming tickets (drilling down by type/tag) and the resolution time. What is missing is the whole customer satisfaction side of things.

    I would love to see a solution for this, incorporating a few elements:

    • Rating of specific topics in the forums. Either on a scale of 1 to 5, or more generally "Was this Helpful, yes or no". This can help float useful pieces to the top, and where admins are using forums more as curated knowledge bases, give some indication of the effectiveness of content.
    • Exit surveys. So, integrating with a survey tool and sending an invitation to a subset of all users whose tickets have been solved. Here we get an indication of the quality of support, traceable back to a specific agent - helping with goals/accountability. Whilst I like the mood barometer, I feel this would be better served by email. I've been thinking a bit about how the actual survey would be implemented for our company, I'm thinking net promoter score would provide a solid metric here.
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    Michelle

    I agree with the "shallow and fast" feature because a) I'd love to see a rating functionality sooner rather than later, and b) all we really need is a score from 1-5 in response to "how did we do?" that a user could specify via email or online and that would get attached to the case. Thanks!

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    Chad Thomas

    +1

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