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Calculating a real 5-scale CSAT number



Posted Jan 08, 2025

Hello and good morning from a windy Sweden! 

We are in our first two months of using Zendesk for our Support team and are still very early in adopting it. 

 

For our Support cases we send out a post-case survey where I have set it to use a 5-scale emoji-type with a text to go along with it. 

But I cant seem to find how I see the average CSAT score. I can only find the % number in Explore, but I want the average. 

 

Can anyone help guide me in the right direction? 

 

All the best

-Mattias


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Elaine

Zendesk Customer Care

Hi Mattias,
 
To view the average CSAT score in Zendesk Explore, you can follow these steps:
 
  1. Go to Explore: Open Zendesk Explore and navigate to the report you’re working on.
     
  2. Select the CSAT Data: Add the relevant metrics from your dataset that includes the CSAT scores. You may want to look for a metric like "Satisfaction score" or similar.
     
  3. Create a Custom Calculation: If you only see percentages, you can create a calculated metric to find the average CSAT score:

    • Use the formula for average, which might look something like this:
      COUNT(Good satisfaction tickets) /COUNT(Rated satisfaction tickets)
  4. Add to Your Report: After creating the custom calculation, you can drag it to your report visualization.
     
  5. Review Charts and Tables: You can visualize the average using different charts or tables within Explore to get a clearer view of the data.

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Hello Elaine and good afternoon from a sunny Copenhagen!

I can not really follow your instructions at all. Dont know where to start, but I'll see if I can educate myself more in Explore. Not sure that the Count setup will work as long as I cant get access to the actual rating the customer gave. 

 

I have the Satisfaction survey set up as below. Is there no way of learning which of the emojis the customer clicked on? 
 

I want to calculate a real CSAT score, for example 4,2 out of 5.

 

Thanks in advance

-Mattias

 

 

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Elaine

Zendesk Customer Care

Hi Mattias,
 
I understand your interest in obtaining more granular results in Explore, and I want to let you know that this feature is indeed on our roadmap, as several customers have requested it. However, at this time, I cannot provide a specific timeline for its release; we anticipate that it will not be available in early 2025.
 
In the meantime, we are working on a public API that will allow you to fetch actual CSAT responses, but I understand this may not be a viable option for everyone.
 
If you have any further questions or need assistance with other features in Explore, feel free to reach out.
 

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Thanks Elaine

Can you please share the public API details and I will have one of our tech people have a look at what we can pull in. 

 

Thnaks in advance

-Mattias

 

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Elaine

Zendesk Customer Care

Hi Mattias,
 
Thank you for your message! I appreciate your patience regarding the feature for more granular results in Explore. While this is still on our roadmap, I want to let you know that the public API is currently in development with our team, and we expect to release an announcement about it soon.

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