Feature Request - Hide CSAT ScoreAnswered
My team of agents gets incentives for meeting certain goals, one of which is CSAT. We recently had an agent that became hostile towards a customer because they provided a bad rating which prompted me to share this feature suggestion.
I believe that CSAT scores should be anonymized, or at least shared with agents on a daily/weekly basis so that they aren't able to feel aggression towards a particular customer, especially while they are still actively assisting the customer on the chat. It is not a good agent experience when you are doing your best to assist a customer and a bad rating comes in, so I can see why our agent was upset.
Thanks for listening.
Thanks for sharing your feedback regarding the current logic for the CSAT survey. Across Zendesk products, visibility of CSAT scores to agents is done to provide them context and offer managers to assist in saving the potentially negative customer experience.
At this point in time, we do not have plans to remove the scoring from the agent interface but I do understand how it can lead to awkward situations. Especially when the agents performance and potentially pay is dictated by the rating.
Having been a front line chat agent before, I would suggest working on processes internally on how to handle these cases (like transferring or inviting a manager into the chat once a negative rating has been submitted). This can help prevent the agent from reacting to the negative rating.
The only alternative I can suggest is turn off CSAT in Chat and send a survey afterwards, either via email or from the ticket created from the chat transcript.
Thanks for the suggestions! I think sending the survey after the chat is a great idea :)
Hello everyone. This is Lenka from Nicereply. There are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow agents to gather customer feedback without them having access to the survey software. As a result, the agent is collecting feedback, but he/she will not have access to the results on a daily basis. Thanks to that feature agents are not affected by their customer feedback on a daily basis, they just go over the results with their manager once a month, week or so. You can also choose what information your agents are able to see and what they are not able to see if you want them to have access to the survey software. Since Zendesk is not planning to develop this in the coming months feel free to reach out if you have questions regarding other options available on the marketplace.
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