Why are Satisfaction Rated % and Rated Tickets % showing different values?

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5 Comentários

  • Melanie

    I believe Satisfaction Rated percentage is the score and Rated Tickets % is the percentage of tickets that were given a score.

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  • James McCoy

    The Satisfaction score is the actual score itself. The two metrics I mentioned have almost identical definitions and they should, by that logic, be the same value.

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  • Brett Bowser
    Zendesk Community Team

    Thanks for jumping in and clarifying Melanie and James :)

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  • James McCoy

    Brett Bowser I still need help answering my original question.

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  • Marco Malbas
    Zendesk Customer Advocate

    Hi James,

    Thank you for contacting Zendesk. My name is Marco and I will be helping you out with your inquiry on the difference of Satisfaction Rated % and Rated Tickets % (in the Rated Tickets funnel).

    The Satisfaction Rated % shows the percentage of tickets that were rated out of those tickets where a survey has been sent. Hence the formula being "COUNT(Rated satisfaction tickets)/COUNT(Surveyed satisfaction tickets)"

    However, the Rated Tickets in the funnel show the number of rated tickets in relation to the total number tickets within the specified time period. Meaning, this will also include tickets that are still not marked as solved, hence have not been surveyed yet.

    Hope this helps!

    Marco M. | Zendesk Support 

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