Random Satisfaction Surveys

79 コメント

  • Nicole - Community Manager

    Hey Nicole - 

    I have received responses to many of my questions, but not this one yet. I'm talking to them again this week and will be sure to bring it up. 

    In the meantime, I did find this tip from Graham, one of our community moderators, on Reducing Satisfaction Surveys. It won't solve all of the issues brought up in this thread, but may be useful to some of you in cutting down on surveys for customers who submit a high volume of tickets. 

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  • Nicole - Community Manager

    Also found this tip: 

    Restricting Satisfaction Surveys by Date which actually contains two separate solutions from different users. 

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  • AJ Acevedo

    Nicole,

    Any update on this? The lack of this feature is the only reason why we have yet to implement the Customer Satisfaction survey.

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  • Tara

    Agreed, would love this feature. we will not use sat surveys the way the functionality exists. we have a separate survey that we send out quarterly using survey monkey.

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  • John Trumble

    We also need this feature.  We used to have CSAT turned on but we eventually turned it off after our customers complained about being bombarded with requests.  We also felt that we weren't getting very sincere responses since they were mad about the survey itself rather than the support experience in question.

    If we could set a specific % and have ZD offer the CSAT survey randomly on that percentage of tickets, that would be ideal.

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  • Nicole - Community Manager

    Thanks for the feedback, John. 

    No updates at this time from Product. 

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  • Jim Stalder

    Fellow Zendesk Admins:

    I've developed an easy way to send a satisfaction survey to any given Requester every 5th ticket, although you can tweak the logic below to make it whatever number you want.   

    Here is the summary:

    • Create a custom numeric USER FIELD called CSAT Counter
    • Create 5 triggers (see attached screenshots) which increments this counter upon ticket solve.  The trick is to add a tag after the first positive hit, so other triggers won't fire - that is the csat_cycle_stop tag in the examples below.
    • Create 1 Automation to look for a specific tag applied when the CSAT Counter is 5 and send the survey.

     







     

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  • Jim Stalder

    Here is the automation:

     

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  • Shipping Manager

    Fantastic idea, GREAT CONTRIBUTION!

    I just added the triggers/automation which got me thinking. Will the logic above prevent the CSAT from being sent on the very first ticket? We would still like our surveys to send on the first ticket and then stop until X number of new tickets are received. 


    Thank you!

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  • Ryan Mumby

    Yeah I was thinking the same thing as.. err... "Shipping Manager"?. 1 off customers will never get asked about their experience. Only people who submit lots of tickets. 

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  • Jim Stalder

    Assuming the CSAT Counter is initially blank when you create the custom field, you could move the ANY logic in the 1--2 counter switch to the 5-1 counter switch where it looks for a 0 or not present.   This way, if the Counter is 5 or blank/0 then set the csat_survey_pending tag and move the counter to 1.   This will get the one-off customers on their first ticket and then wait until 5 more tickets have passed before surveying again.  (I might do that myself!)

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  • Steve Slaviero

    Hi Jim, 

    Just looking at automation part and comparing against the default CSAT rule when you turn it on.

    The default rule has a condition for:

    Ticket Hours since solved - (calendar) is - 24

    Should your automation need this too?  Because an automation is time based...

    Cheers, Steve

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  • Jim Stalder

    Hi Steve - I think that condition just delays the survey being sent for at least 24 hours.   Automations run once an hour and I prefer the survey to be sent more immediately.  The issue will be top of mind with our customer.   Personal preference...

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  • Ryan Mumby

    Steve, it's also important to note that sending that automation right away always might not be wise. If you get a fair amount of reopens, for example, and you might get a customer with an unresolved issue answering that survey that's not very happy.

    I can't seem to find it but there was an article from zendesk based on data they'd gathered that suggested more people are likely to respond when they are not as busy (in the evening or first thing in the morning) and delaying your satisfaction surveys to get sent in the evening or middle of the night would produce a higher response rate.


    Basically, you should adjust it how you see fit but put some thought into when you are sending them based on whats right for you.

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  • Steve Slaviero

    Hi Both, 

    Thanks for the very prompt replies!

    Jim - OK, makes sense - I guess it's the add/remove of tags that stops it re-running.  Correct?

    Ryan - how would you setup an automation to send CSAT at a particular time, either morning or evening?  And in a specific timezone too?  They also wouldn't be able to re-open the case if it's been closed, it would open a new one wouldn't it?

    Cheers, 

    Steve

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  • Jim Stalder

    Steve - So with my example, the trigger sets a csat_survey_pending tag.  This tells an automation (which runs hourly) to actually send a survey out and add a csat_survey_sent tag.  If the csat_survey_sent tag is present, then the automation knows to ignore that ticket and not repeat the action. 

    I don't know how one would specify the time an automation takes action, since time of day doesn't appear to be an option.  Perhaps there is a way (I have not researched this) to use Liquid Markup to enter the time of day in a custom field via a trigger and modify the automations to look at this field, too.    https://support.zendesk.com/hc/en-us/articles/115015463428-Reference-the-current-timestamp-in-a-ticket-update 

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  • Ryan Mumby

    I don't actually set a time of day, but I know that if we're open 7am - 6 pm actioning request, they are going to be solved in that time frame. If I delay it by 10 hours after that it's going to fall either in the evening or late at night/early morning. for the majority of our users which are in North America. You'll have to come up with a plan for your own business as your operating hours and time zones of your clients might vary.

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  • Jimmy Rufo

    This seems like a no brainer to implement natively, as email fatigue is an important factor in overall customer satisfaction engagement.  +1.

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  • Lisa Seliverstova

    +1 to that feature

    We have customers, who are creating several tickets a day - sending surveys to all of them will definitely bring the satisfaction down. 

    Would be great to have a limitation based on end user, not on the ticket. And also having the time restriction - some sort of - send satisfaction survey to end user once a week / bi-weekly / once a month. 

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