Random Satisfaction Surveys

79 Comments

  • John Miller
    Comment actions Permalink

    I just found this thread and have been wishing this was a feature since we went live in Oct. 2014.  We have customers complaining regularly about how many satisfaction surveys they receive, and a way to limit them to a % per organization or user is far more useful than turning it off completely.  Please make this a priority feature - this request started 4 years ago.  I feel that customer satisfaction could be impacted negatively if a customer feels "pestered" by our surveys every time they contact us for a quick answer.

    6
  • Terry Knox
    Comment actions Permalink

    Yup! +1 here. We have specific types of ticket where I'd love to send a satisfaction survey every 10 or so tickets, but sending for every single one is too much for some customers. Using tags is one way to do it, but it seems like an unnecessary level of faff and manual intervention.  

    4
  • Valerie Wilkinson
    Comment actions Permalink

    Same here!  Please make it easier to lessen the # of satisfaction surveys that are sent.

    We have one end-user who submits 50+ tickets each month and receives a survey for each ticket. It's crazy.  We're considering using the "check box" suggestion, but that seems so manual.

    The feedback thread has been open for some time now... has anything changed?

    4
  • Steve Jones
    Comment actions Permalink

    +1 here. For the customers that have complained about the frequency of the survey, I have created an exception.  But instead of getting to a place where a customer doesn't want any survey requests, I would prefer an option to randomly select tickets to survey, or even an option to send survey's on only every fourth ticket that the same customer opens, or something like that.

    4
  • Grace Gibbons
    Comment actions Permalink

    I agree.. having a random or a percentage throttle would be ideal.

    3
  • Austin Amador
    Comment actions Permalink

    If inflexibility in the frequency of Satisfaction Surveys results in annoying our clients then why should we offer them at all?
    Is Zendesk at least considering an Add-On App to address this?

    3
  • Shipping Manager
    Comment actions Permalink

    Please....we beg of you to add this feature sooner than later. I can't understand how this is a complicated addition for your engineers. Why tarnish the user experience over something that could easily be configured. 

    "Send out satisfaction one time ONLY to an email address / customer. As we have many repeat customers, it's frustrating for them to get a satisfaction ticket every time they email. Would like it configured to send after only the first communication with us. "

    3
  • Monica Aten
    Comment actions Permalink

    Hi Everyone,

    I would love to see this feature too. It will be ideal if we can set an automation that would pick random tickets and from random dates. For example: pick 30 solved tickets every Tuesday and Thursday. 

    3
  • Graeme Carmichael
    Comment actions Permalink

    Patti

    If you are sending Satisfaction surveys through an automation, you can reduce the interruptions to customers by adjusting the conditions.

    For example, you can tag big ticket users or organisations to be excluded from the automation. Change the automation's condition to check for the tag not being present before offering the satisfaction survey.

    To ensure that the big ticket users can still participate in satisfaction feedback, use a trigger to offer the satisfaction rating for these customers. They can then rate tickets via the web interface where they feel the need. Because they are big ticket users, they are likely to be aware of the satisfaction feature, so you should not miss out on feedback.

    Hope that helps.

    3
  • Casey Dover
    Comment actions Permalink

    I agree completely I do not want to bombard my customer with a survey after every transaction. I would love the ability to send random or as the above said " every___ticket

    2
  • Seleeka Harris
    Comment actions Permalink

    i would LOVE if they could make this available.  we want folks to fill out the survey but they're less likely to if they get 5 a week...

    2
  • Annie Donegan
    Comment actions Permalink

    We would like the option to send satisfaction surveys manually or per user rather than per ticket opened. 

    2
  • Name
    Comment actions Permalink

    How is this not a feature yet?  Seems like a logical thing that would add value to any business.  I know we want it where we are.  Make it happen!

    2
  • James Rago
    Comment actions Permalink

    I would love to have an update on this as well. I feel like this is such an important feature.

    2
  • John Miller
    Comment actions Permalink

    This request has been running for 5 years!  C'mon Zendesk, this is a clearly needed feature.

    I've set up the "all or nothing" checkbox in the user profile, but that only helps when they are upset enough that they demand to stop receiving surveys.  Plenty of other customers gripe and mention their annoyance with the amount of surveys they get, but we try to avoid shutting them down completely because we're proud of our otherwise high satisfaction rates.  Shutting down survey's for customers becomes a problem if they are a repeat customer the following year and we don't turn it back on for them, which is impossible to stay on top of with thousands of users.  We'd still like to provide the customer an opportunity to give us feedback if they use our software again in the future.

    Please add this feature!

    2
  • Jim Stalder
    Comment actions Permalink

    Fellow Zendesk Admins:

    I've developed an easy way to send a satisfaction survey to any given Requester every 5th ticket, although you can tweak the logic below to make it whatever number you want.   

    Here is the summary:

    • Create a custom numeric USER FIELD called CSAT Counter
    • Create 5 triggers (see attached screenshots) which increments this counter upon ticket solve.  The trick is to add a tag after the first positive hit, so other triggers won't fire - that is the csat_cycle_stop tag in the examples below.
    • Create 1 Automation to look for a specific tag applied when the CSAT Counter is 5 and send the survey.

     







     

    2
  • Leon Parkinson
    Comment actions Permalink

    This is a need of our business too.

     

    We use Zendesk to deal with multiple emails across 50 accounts.

     

    Some contacts may email us 50 times per week and as a result have requested us to turn off this feature completely.

    1
  • Gabriel Flores
    Comment actions Permalink

    agree!

    1
  • Jason Jovanis
    Comment actions Permalink

    Agree!

    1
  • Graeme Carmichael
    Comment actions Permalink

    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.

    1
  • Chris Reed
    Comment actions Permalink

    +1 here too. Need this.

    1
  • Elisa
    Comment actions Permalink

    Hey Graeme,

    the issue would be then that agents would be able to manually insert that tag which would imply that they can use the tag to not send surveys to less happy customers.

    Is there any other work around?

    Cheers!

    1
  • Andrea Saez
    Comment actions Permalink

    Hey guys,

    I'm sure they're working on it - that being said, there is a way to somewhat manually control it. We all get repeat customers, and I totally get that it can be annoying to send them the same customer satisfaction email over and over again, sometimes the same day, AMIRITE?

    You can always set a trigger (or anti-trigger?) to prevent from it shooting out. For us it's based on a checkbox that appears in the ticket itself called "Do not send satisfaction survey" - if checked, the survey will just not trigger. It's super handy.

    1
  • Thomas D'Hoe
    Comment actions Permalink

    +1

    1
  • John Meyer
    Comment actions Permalink

    I would like this as well, but an alternative would be to put the code for the satisfaction buttons in the trigger that notifies the user/customer that the ticket has been solved:

    {{satisfaction.rating_section}}

    This way you never send anyone a satisfaction email to annoy them, but they all get the links anyhow.

    1
  • Arno N
    Comment actions Permalink

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

    1
  • Shipping Manager
    Comment actions Permalink

    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

    1
  • James Rago
    Comment actions Permalink

    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

    1
  • Patti Keeler
    Comment actions Permalink

    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.

    1
  • Ryan Mumby
    Comment actions Permalink

    wooooof. can't believe this still hasn't been implemented. The tag option isn't a good option. You have a condition for NPS that is "within the previous".  Why can't we have a CSAT one that stops it if they've got one within the last x timeframe? come'aaaaaan

    1

Please sign in to leave a comment.

Powered by Zendesk