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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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5 comments
Elaine
To view the average CSAT score in Zendesk Explore, you can follow these steps:
COUNT(Good satisfaction tickets) /COUNT(Rated satisfaction tickets)
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Mattias Malré
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
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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Mattias Malré
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
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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