Phil Havlik

I say this not to brag, but we have a great track record of maintaining extremely high CSAT ratings which often hovers between no negatives to 1-2 negatives. We work to follow up on any negatives received and attempt to resolve the concerns and have the clients reverse them when possible. In fact, we have an automation established to follow up with anyone who marks unsatisfied.

We broadcast our ratings both on our marketing site and on our Guide home page to highlight the great work of our support team.

We have been receiving multiple negative tickets as of late. When we follow up, the clients are completely clueless about the ratings. They never opened the emails containing the surveys and they certainly did not click a survey option one way or another. To the best of our understanding, this is caused by anti-virus software that scans and tests links within the emails. The software scanning and opening the link appears to be returning the unsatisfied ratings and in turn impacting our numbers. 

All of this is to say if as Daniel mentioned above that confirmation clicks used to be standard, I would like to see sites be able to customize to enable or disable the confirmation link. The alternative workarounds appear to be creating our own URLs and using the API to pull the data (with a CAPTCHA to confirm submission) or using a third party vendor. I would really prefer to work and remain within Zendesk.

Thanks