Random Satisfaction Surveys

82 Comments

  • Arno N
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    Hi Zendesk, what is the status of this? Is there already a way to limit satisfaction surveys to X surveys per user per month?

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  • Shipping Manager
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    bump!

    Need feature ASAP. Considering downgrading our account in the meantime due to lack of functionality of sending only one request per email. The new pricing that allows for these surveys to be sent is quite expensive and is the only feature we would need on that level/plan. Not worth it considering we have lost clients due to their annoyment  with getting these every time they email. 


    Thank you

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  • James Rago
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    This other request goes hand in hand.

     

    Been really trying to gain traction on it.

     

    https://support.zendesk.com/hc/en-us/community/posts/212540388-Limit-satisfaction-sendout

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  • Patti Keeler
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    We are also interested if Zendesk would consider providing frequency settings/flexibility for satisfaction surveys.   We turned it on two weeks ago, and have had numerous complaints from our customers that are big ticket producers.

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  • Sarah Powell
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    We've been waiting for this feature for a really long time.  What's the hold up? 

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  • Anatoliy Dobrynskyy
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    We have same concern when asking for the satisfaction and that's why still have not started using it.

    I have tried even putting satisfaction placeholder in an email template and trigger that updates the user on a comment so the user will have the option to rate support in each email instead of separate email. But what is not working is that the rate link is asking for a user log in :(

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  • Joris
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    + 1 I use an external tool to get players satisfactions feedback. I am not really happy with this solution but Zendesk is not willing to add this feature while it affects a large part of theirs customers. I am disappointed.

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  • James Rago
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    @Steven Yan Can we get an update from Zendesk on whether this is something you guys are trying to implement?

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  • Tony Vardiman
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    Totally agree that this is a needed (not desired) functionality.  I've never worked with a system before that can only send the survey either "always" or "never".  Intermittent toggles is a must.

     

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  • Michaela Behan
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    Hi Everyone

     

    i would really love this feature also, we have clients who send us up to 50 tickets a day so i have had to turn off their survey as its just too much!

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  • James Rago
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    Still hoping for an update on this. Would love to see that tag changed to "Planned"

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  • Walter Padilla
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    This is a needed feature is there any news on this shifting to planned?

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  • Thomas D'Hoe
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    C'mon Zendesk! Move on this one please.

    Thanks!

    1
  • Kurt Pinoy
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    +1

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  • Joris
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    +1

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  • Eric Logeson
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    Want it.

    +1

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  • Nicole - Community Manager
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    Hi all - 

    Thanks for your feedback. As always, specific examples of how a function impacts your business and detailed use cases are the most helpful for Product Managers. It's important that they not just hear a request, but that they understand the problem you're having so that they can solve for it. 

    We are aware that there has been a lack of communication in the Product Feedback Community for some time, and are taking active steps to improve the experience. I'm checking in with Product on several things next week, and will let you know what I hear about this particular area. 

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  • Ellen James
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    It's great to hear that Zendesk are finally starting to listen to the feedback on this item.  I'm sure that there are already plenty of examples in this thread that the product management team can use to design a solution, but I'll add mine here too.

    We currently gather customer feedback in Zendesk using the Customer Thermometer API.  That makes our case a little different in that we are not using the native satisfaction feature but the issue remains the same, and we'd switch to the Zendesk customer satisfaction tool, and pay for the NPS feature if the ability to randomise (such as x% of tickets solved that day) or set survey schedules (such as every nth ticket or x times per month/quarter/year).

    The problem I have right now, which I am sure would exist whether I use Customer Thermometer or Zendesk satisfaction to gather feedback is that my response rate is below 15%.  This is due to customer survey fatigue, simply because they receive a survey for EVERY ticket and most customers just delete these emails.  A hard and fast group of customers always provide feedback, but they tend to be our happy customers and so the feedback I get is not representative of the overall customer base.

    The impact on our business is three fold:

    - I have limited information to input into our customer excellence programme

    - I am on the back foot dealing with customer complaints and we find it difficult to predict customer satisfaction

    - the customer satisfaction that we report from Zendesk is at odds with the results from our annual customer survey which tends to have a response rate of over 60%.  Apart from putting me in a difficult position of having to explain this discrepancy to the directors, it is also difficult to set objectives for agents and carry out reviews and performance management.

    It is my belief that the response rate would be improved if I could control, and limit the number of times that customers are asked to provide feedback.  I’m at the stage where I am now looking at alternative tools for customer satisfaction, which is a shame because it means that I won’t have the data in Zendesk for reporting and tracking.  The customer satisfaction features in Zendesk were a big selling point for us, but the lack of flexibility is looking like a deal breaker.

     

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  • Nicole - Community Manager
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    Hey Nicole - 

    I have received responses to many of my questions, but not this one yet. I'm talking to them again this week and will be sure to bring it up. 

    In the meantime, I did find this tip from Graham, one of our community moderators, on Reducing Satisfaction Surveys. It won't solve all of the issues brought up in this thread, but may be useful to some of you in cutting down on surveys for customers who submit a high volume of tickets. 

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  • AJ Acevedo
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    Nicole,

    Any update on this? The lack of this feature is the only reason why we have yet to implement the Customer Satisfaction survey.

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  • Tara
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    Agreed, would love this feature. we will not use sat surveys the way the functionality exists. we have a separate survey that we send out quarterly using survey monkey.

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  • John Trumble
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    We also need this feature.  We used to have CSAT turned on but we eventually turned it off after our customers complained about being bombarded with requests.  We also felt that we weren't getting very sincere responses since they were mad about the survey itself rather than the support experience in question.

    If we could set a specific % and have ZD offer the CSAT survey randomly on that percentage of tickets, that would be ideal.

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  • Jim Stalder
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    Here is the automation:

     

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  • Jim Stalder
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    Assuming the CSAT Counter is initially blank when you create the custom field, you could move the ANY logic in the 1--2 counter switch to the 5-1 counter switch where it looks for a 0 or not present.   This way, if the Counter is 5 or blank/0 then set the csat_survey_pending tag and move the counter to 1.   This will get the one-off customers on their first ticket and then wait until 5 more tickets have passed before surveying again.  (I might do that myself!)

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  • Ryan Mumby
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    I don't actually set a time of day, but I know that if we're open 7am - 6 pm actioning request, they are going to be solved in that time frame. If I delay it by 10 hours after that it's going to fall either in the evening or late at night/early morning. for the majority of our users which are in North America. You'll have to come up with a plan for your own business as your operating hours and time zones of your clients might vary.

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  • Lisa Seliverstova
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    +1 to that feature

    We have customers, who are creating several tickets a day - sending surveys to all of them will definitely bring the satisfaction down. 

    Would be great to have a limitation based on end user, not on the ticket. And also having the time restriction - some sort of - send satisfaction survey to end user once a week / bi-weekly / once a month. 

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  • Alex Schernig
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    I like this with an additional option of having 2 different surveys toggle randomly over time.  So you don't survey everyone and when you do you can send different surveys (if you want to keep them short - like 1 question).

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  • Graeme Carmichael
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    Just in case it helps, the actions of offering satisfaction and sending an email to your customer making them aware of the satisfaction survey are separate. If you have organisations or individual customers that generate a high volume of tickets, tag them and then create a new satisfaction automation that offers the satisfaction rating but does not send the email notice if the tag is present. Similarly, change the standard satisfaction automation not to fire if the tag is present.

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  • Andrea Saez
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    It hasnt changed yet, but keep voting!

    You could also just set up an automation for high powered users to disable the satisfaction email. We use the checkbox to disable them, but admittedly some fall through the cracks. 

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