Average response rate to CSAT survey
Hey All,
I just wanted to ask to see if you guys wouldn't mind posting what your average response rate is to your CSAT surveys.
We've made a big change to our customer service process over the past few months and our CSAT scores are much higher but that also increased our response percentage. Which is great! But I wanted to see what other people were getting.
We are at about 24%
Up from 15% when our CSAT scores were much worse.
I think there's a correlation. That is you provide better quality, faster service, a customer is more inclined to answer the survey. As opposed to providing mediocre service, then only the angry people fill out the survey.
Thanks all for your help.
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Very interesting Matt! I agree with your quality-response rate correlation hypothesis.
We are currently at the worst csat score in history - major implementation is upsetting many things. Only three months ago we had one of the best csat scores ever. So I'll post both below.
The worst of times...
The best of times...
The numbers above are from the Insights > Insights (read only) > Satisfaction tab.
I'm unsure how the chat channel is figured into the response rate - I assume that every chat counts as a survey sent since rating is available during and after the chat experience.
Hope others will chime in also, this is interesting.
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Hi Matt, averaged over the past couple of years our support team has had a 18.2% response rate and 97.3% satisfaction score.
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Hi Matt,
Very interesting to read. I'm curious how you achieved suck a high response rate since we only managed a mere 5%.
We tried different configurations for asking but it doesn't seem to improve our satisfaction rating.Could you provide more feedback on how you achieved this?
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Waking up this thread as I am curious to know what Zendesk's current and ideal Satisfaction survey rate is and what should my target be?
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Hi Vijayendra,
Thanks for reaching out! I have a few resources below:
- The Zendesk Customer Experience Trends Report 2020
- THE ZENDESK CUSTOMER SERVICE BENCHMARK
- Customer Experience Performance Scorecard
I hope this helps provide some insight into other industry standards so you can set your target!
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