Can you invalidate satisfaction survey responses?

6 Commentaires

  • Nils Zwicker
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    Hello Julia,

    no, there is now way the invalidate a rating.

    You only have two options:

    1. Delete the ticket with the bad rating.
    In this case you may lost some important informations in the ticket history.

    2. You can edit the automation „Request customer satisfaction rating (System Automation)“.

    Add „Ticket:Tags“ > „Contains none of the following“ + Tag: No_Rating for example.
    If you solve a ticket, you can add the Tag „No_Rating“. The customer get no survey in this case.
    You also can add the tag directly at the user, so he never get an email with the satisfaction rating.

    Please let us know if you need further assistance.

    Best Regards,
    Nils

    1
  • Martin Champagne
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    I have to say that is not really an acceptable answer.  I have also seen numerous posts from users requesting how to delete surveys.  I have used a lot of system for assessing CSAT  and never used one that does not allow admins to delete surveys.  When running CSAT programs, there are always rules in place that allows certain types of surveys to be removed from the sample.  If you want the survey feature of your product to be taken seriously you are going to have to introduce the ability to delete surveys.  Is that in the product road map? 

    3
  • Jessie Schutz
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    Hi Martin!

    Thanks for sharing your feedback on this. I looked through our Product Feedback forum and didn't see any posts about this particular suggestion. This isn't something that's currently on the roadmap to the best of my knowledge, but if you want to be sure our Product Managers see your suggestion, I'd recommend creating a post over there with your detailed use case. I can't promise that they'll be able to respond directly, but they see all those posts and comments. The more information you can provide about why you need to delete or exclude individual CSAT surveys, the better our PMs can understand the need, which in turn helps them figure out potential solutions.

    -2
  • John Witt
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    I was looking for an answer here as well. One use cases: when you use the CSAT ratings for agent performance or bonus. In other roles I've seen customers rate the ticket incorrectly (opposite), and recently when they don't like the answer the agent gives even though the response was professional and correct. In these latter cases customers aren't given the option to rate the solution or product i.e. feature request, not possible, unsupported and instead rate the agent as unsatisfied, with a comment about their feedback on the product that the agent has no immediate control over. With a small sample size an agent's performance may be incorrectly evaluated, and making a complicated survey email about product vs. agent would result in less adoption, as well as the agent trying to craft a response to avoid a poor rating about the product.

    The Feedback Forum link above is specific to a CSS question so not sure the best place to put it other than a "+1" with response here.

    Edit: While delete is an option, it's a poor customer experience and removes the direct feedback we can use to influence development.

    John

    4
  • Matt McCluskey
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    Thank you John!  We use CSAT scores for performance evaluations, and would also like this ability to remove survey responses that are not valid.

    2
  • Nicole - Community Manager
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    Hey John and Matt - 

    Your reasons totally make sense, and that is good feedback. However, we haven't seen this request much, so it's not something that's currently on the roadmap. 

    You're welcome to create a new post in the Product Feedback topic to see if there are a bunch of other users out there who need the ability to filter these results and would upvote it. Then there may be a case for the product teams to look into it.

    -1

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