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Ellen James
Joined May 06, 2021
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Last activity Oct 27, 2021
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Ellen James commented,
It's great to hear that Zendesk are finally starting to listen to the feedback on this item. I'm sure that there are already plenty of examples in this thread that the product management team can use to design a solution, but I'll add mine here too.
We currently gather customer feedback in Zendesk using the Customer Thermometer API. That makes our case a little different in that we are not using the native satisfaction feature but the issue remains the same, and we'd switch to the Zendesk customer satisfaction tool, and pay for the NPS feature if the ability to randomise (such as x% of tickets solved that day) or set survey schedules (such as every nth ticket or x times per month/quarter/year).
The problem I have right now, which I am sure would exist whether I use Customer Thermometer or Zendesk satisfaction to gather feedback is that my response rate is below 15%. This is due to customer survey fatigue, simply because they receive a survey for EVERY ticket and most customers just delete these emails. A hard and fast group of customers always provide feedback, but they tend to be our happy customers and so the feedback I get is not representative of the overall customer base.
The impact on our business is three fold:
- I have limited information to input into our customer excellence programme
- I am on the back foot dealing with customer complaints and we find it difficult to predict customer satisfaction
- the customer satisfaction that we report from Zendesk is at odds with the results from our annual customer survey which tends to have a response rate of over 60%. Apart from putting me in a difficult position of having to explain this discrepancy to the directors, it is also difficult to set objectives for agents and carry out reviews and performance management.
It is my belief that the response rate would be improved if I could control, and limit the number of times that customers are asked to provide feedback. I’m at the stage where I am now looking at alternative tools for customer satisfaction, which is a shame because it means that I won’t have the data in Zendesk for reporting and tracking. The customer satisfaction features in Zendesk were a big selling point for us, but the lack of flexibility is looking like a deal breaker.
View comment · Posted Sep 29, 2017 · Ellen James
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Ellen James commented,
This is a much needed feature! I want to control the number of surveys being sent to our customers, and who receives them to prevent survey fatigue. For example, I'd like to be able to send a survey to random groups each week rather than after every ticket, or perhaps, only send a survey if the customer has not already been sent one in the last month. Our response rate is low, even among customer groups who raise a lot of tickets and therefore have lots of opportunities to respond.
Tweaking automations and triggers to include or exclude certain organisations or other conditions simply isn't an option, it's too time consuming and allows the survey audience to be manipulated - rather than randomised, which is the ethos behind this request.
Come on Zendesk - start listening to your customers!
View comment · Posted Sep 13, 2017 · Ellen James
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Ellen James commented,
I can't stress how much we need this functionality. Having recently implemented Zendesk, this is the only area that we feel is lacking and doesn't meet our needs. SLA management was a really big reason for selecting Zendesk over other products and to find that the functionality is hampered by hourly automation process is a massive let down - to say the least.
View comment · Posted May 30, 2017 · Ellen James
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