Random Satisfaction Surveys
In our business we have a lot of end users who create many tickets and they get tired of getting the survey emails every time their ticket is closed. We had one client ask us to turn it off all together.
We still would like their feedback and though a "Random" check box, or "Send Satisfaction Surveys every _____ tickets" would be a nice feature to have
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I am going to play with the tags suggestion, but it would be so much easier if there were a feature, not just to send randomly but also to cap the number a given user gets in a given time. Please consider! :)
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@ Graeme, can you please be a bit more specific with your tagging suggestion? Are we supposed to create a tag for all frequent users?
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I second this post!
The survey function is great, and creating additional rules/automation/suppression is also good functionality.
The main win for me would be to have an 'on demand' function - so effectively write the survey and send to all users at the click of a button (for annual surveys).
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Check!
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+1 for me
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Exactly. Customer fatigue is the problem when you do not have a mechanism to control how often we send the surveys out. I believe 2 easy implementations could be achieved to fit most of our needs.
- A time based restriction. If a ticket is sent a satisfaction survey for a specific requester, then we show not send additional surveys for x amount of time. Lets say 5 days, but this should be configurable.
- A restriction based on every number of x tickets. In this example I might want every 5th ticket from a specific requester to get a survey. They would get the survey the first time but subsequent tickets until the 5th would be skipped.
Given the response rate on this, and the other issue that are linked but fragmented around, I feel this is one of the most important feature enhancements you can make to you product to improve the overall CX of your product.
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Also found this tip:
Restricting Satisfaction Surveys by Date which actually contains two separate solutions from different users.
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Fantastic idea, GREAT CONTRIBUTION!
I just added the triggers/automation which got me thinking. Will the logic above prevent the CSAT from being sent on the very first ticket? We would still like our surveys to send on the first ticket and then stop until X number of new tickets are received.
Thank you! -
Hi Jim,
Just looking at automation part and comparing against the default CSAT rule when you turn it on.
The default rule has a condition for:
Ticket Hours since solved - (calendar) is - 24
Should your automation need this too? Because an automation is time based...
Cheers, Steve
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Hi Steve - I think that condition just delays the survey being sent for at least 24 hours. Automations run once an hour and I prefer the survey to be sent more immediately. The issue will be top of mind with our customer. Personal preference...
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Steve, it's also important to note that sending that automation right away always might not be wise. If you get a fair amount of reopens, for example, and you might get a customer with an unresolved issue answering that survey that's not very happy.
I can't seem to find it but there was an article from zendesk based on data they'd gathered that suggested more people are likely to respond when they are not as busy (in the evening or first thing in the morning) and delaying your satisfaction surveys to get sent in the evening or middle of the night would produce a higher response rate.
Basically, you should adjust it how you see fit but put some thought into when you are sending them based on whats right for you. -
Hi Both,
Thanks for the very prompt replies!
Jim - OK, makes sense - I guess it's the add/remove of tags that stops it re-running. Correct?
Ryan - how would you setup an automation to send CSAT at a particular time, either morning or evening? And in a specific timezone too? They also wouldn't be able to re-open the case if it's been closed, it would open a new one wouldn't it?
Cheers,
Steve
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Steve - So with my example, the trigger sets a csat_survey_pending tag. This tells an automation (which runs hourly) to actually send a survey out and add a csat_survey_sent tag. If the csat_survey_sent tag is present, then the automation knows to ignore that ticket and not repeat the action.
I don't know how one would specify the time an automation takes action, since time of day doesn't appear to be an option. Perhaps there is a way (I have not researched this) to use Liquid Markup to enter the time of day in a custom field via a trigger and modify the automations to look at this field, too. https://support.zendesk.com/hc/en-us/articles/115015463428-Reference-the-current-timestamp-in-a-ticket-update
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I'm hoping this Random Tagging App will help some of you out there https://www.zendesk.com/apps/directory/?q=randomize%20surveys&idx=appsIndex&p=0
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Looks awesome.....except the app is listed as v1 which is discontinuing in a few days?
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That's version 1.0 of the app. It's on V2 framework
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+1 to the ability to randomize or stagger frequencies for when an end-user receives the survey.
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Julie
You can create one tag such as 'Suppress_Satisfaction_Survey_Email'.
Tag each user that you want to suppress the survey email for. Or, tag each organisation that you want to suppress the email for all users.
You may find it easier using a custom check box against the user or organisation rather than tag.
For the automation that offers satisfaction and sends an email notification, check the tag isn't present.
Create a new automation that offers satisfaction and checks for the tag being present but exclude the email notification from the actions.
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Elisa
That is a fair point. If Agents have access to tags and user maintenance, they can switch the the survey email off.
Customers would still have the option to rate tickets in the Help Centre.
Managers would have to review customer settings via Customer Lists , GoodData user reports or examining the 'Show All Events' within a ticket.
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Hi everyone, we don't have any specific plans around making survey sending frequency more flexible yet. Thanks for all the feedback that you've provided here. We are listening closely to this and other feedback in the product feedback forum around surveys in general.
We see clear groupings of feedback around sending flexibility (including ability to send outside of pure support interaction use cases), branding and theming, and the desire to extend the types of questions you can ask in a single survey. This is really helping us develop our opinion on how surveys might look in the future for Zendesk.
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Ellen
I totally agree that it would be great to have some kind of sampling of tickets before sending out satisfaction notifications.
Presently, you can prevent specific customers and organisations being sent a survey for every ticket by modifying the automation conditions. Alternatively, you can use a trigger to offer the satisfaction rating when the ticket is solved and not send out a further notification. There are some examples here.
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Thanks for the feedback, John.
No updates at this time from Product.
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Yeah I was thinking the same thing as.. err... "Shipping Manager"?. 1 off customers will never get asked about their experience. Only people who submit lots of tickets.
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