Random Satisfaction Surveys - Set Sampling Rate
Not plannedIn 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
-
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
-
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...
-
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).
-
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.
-
agree!
-
Agree!
-
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.
-
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.
-
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?
-
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.
-
We would like the option to send satisfaction surveys manually or per user rather than per ticket opened.
-
+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.
-
+1 here too. Need this.
-
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! :)
-
@ Graeme, can you please be a bit more specific with your tagging suggestion? Are we supposed to create a tag for all frequent users?
-
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.
-
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!
-
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.
-
I agree.. having a random or a percentage throttle would be ideal.
-
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.
-
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? -
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.
-
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. "
-
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!
-
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
-
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.
-
Hi Zendesk, what is the status of this? Is there already a way to limit satisfaction surveys to X surveys per user per month?
-
I would love to have an update on this as well. I feel like this is such an important feature.
-
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.
Please sign in to leave a comment.
90 Comments