Customer satisfaction customization

1265113296710 Please review the solution here: https://support.zendesk.com/hc/en-us/articles/115012836948-Why-am-I-receiving-unexpected-bad-satisfaction-ratings-

This is the same thing happening to us. We get multiple bad rating feedbacks but upon checking with our customers they are just accidental clicks. 

This also consumes our time since we need to check every bad rating with our customers and also adjusting our survey reports! I hope Zendesk fixes the issue as soon as possible. At least making the bad rating requires comment and reason before actually considering it bad feedback! 

Hey Everyone, I'm one of the Product Managers here at Zendesk. Thank you all for sharing your feedback on our CSAT functionality. So far we don't have anything planned to address this in the roadmap over the next 9 months, so I've updated this to "Not Planned". However, we do regularly revisit and reassess based on your input, updating our roadmap plans once a quarter. If this becomes something that bubbles up to become a priority then we'll be sure to update this thread. In the meantime I'd recommend looking at our Marketplace where there are a number of options available for more powerful surveys.

On the other point raised about accidental negative feedback, please check out this article which explains why we think this sometimes happens, and what you can do as a solution. There's also a recent comment from one of our product VPs on the thread which provides some more detail.

I agree with the OP

I'm not sure why, but over the last year the amount of accidental negative feedbacks is higher than the number of legitimate negative feedbacks. There is no way for us to change this, so there is no way to get accurate reporting on our actual feedback score. An option for requirement of comment if it is a bad comment would help a lot I think.

We are coming across the same thing.  Customers are miss-clicking, providing a bad rating for tickets that makes no sense.  All follow-up results in an answer of "we didn't rate the ticket" or "sorry, we clicked the wrong one."

Is this going to be addressed?  I see this post is 4 and 3 years old.

We are definitely interested in additional customization options for the feedback survey - we would like the ability to require a comment or reason selection in order for negative feedback to be submitted. We find that either the end-user selected the bad rating by mistake or their selection of bad was not due to agent error (by selecting one of the reasons or adding a comment, we can quickly decipher if the bad satisfaction is tied to the agent, or they're unhappy for other reasons). Although we follow-up with each bad rating, unfortunately, we don't always get a response back or if we get a reply that they actually were not unsatisfied, the end-user still doesn't always change the rating as requested. Having the reason in black and white helps us to provide the correct backstory when providing ratings reports to our executive team.

Any chance this is going to go anywhere?

Last csat link in the email gets the hit, so just make the good link last and enjoy a few accidental good csats. Any objections?

Just by having the ability to make the Comment field mandatory in the Satisfaction page, a lot of 'Unsatisfied' misclicks can be avoided. When a customer clicks the "Bad, I'm Unsatisfied", if I'm able to force a comment, the customer would either leave good comments or give more verbose feedback on why the customer experience was bad. 

This is only a workaround but you can follow this article:

https://support.zendesk.com/hc/en-us/articles/115012836948-Why-am-I-receiving-unexpected-bad-satisfaction-ratings-

Unfortunately it means your customers have to make an extra click to make their rating.