CSAT (customer satisfaction) rating surveysallow you to measure how happy your customers are with the services you provide. Inevitably, you're going to receive a less-than-glowing response (rare as it may be). You can learn about the issues behind a bad satisfaction rating by asking any customer who gives a negative survey response to select a reason for their dissatisfaction.
This article contains the following sections:
Enabling satisfaction reasons
Satisfaction reasons are managed through the End users settings.
To enable satisfaction reasons
- InAdmin Center, click thePeopleicon () in the sidebar, then selectConfiguration > End users.
- Click theSatisfactiontab and selectAllow customers to rate tickets(if it isn't already selected).
- In theConfiguration Optionssection, click the checkbox to enableAsk a follow-up question after a bad rating. This opens the satisfaction reasons picklist.
- ClickSave Tabto accept the default reasons:
- 国际空间站ue took too long to resolve
- 国际空间站ue was not resolved
- The agent's knowledge is unsatisfactory
- The agent's attitude is unsatisfactory
You can accept these reasons, or create customized reasons. SeeCustomizing satisfaction reasonsfor information.
Once enabled, customers who respond to your survey by selecting "Bad, I'm unsatisfied" see a follow-up question that asks "What is the main reason you are unsatisfied?", with a drop-down menu to choose their reason:
This follow-up question is optional - customers can skip it by simply ignoring it and clickingUpdate- and it only appears to customers who select the response "Bad, I'm unsatisfied".Note:For messaging conversation ratings, CSAT surveys do not include this feature. Instead, the end user is invited to leave a brief comment describing their experience. SeeAbout CSAT ratings in messaging.
Customizing and localizing satisfaction reasons
The default reasons address common, service-related issues customers may have, but these may not serve your needs. When you enable satisfaction reasons, you can customize the reasons offered to your customers to better reflect brand and product-specific language, unique customer experiences, and even cultural differences. You can also localize your custom reasons to reach customers in multiple languages.
Customizing the reasons list
There are any number of reasons why you may want to customize the reasons offered to your customers. Maybe you want to clarify whether a customer's dissatisfaction is with a product rather than the service they received, focus on different aspects of your customer service, or simply change the reasons' language to match your company's style.
You can add an additional reason to the default list (up to five reasons are allowed), and remove the default reasons to make room for your custom reasons. However, the defaultSome other reasoncannot be removed from the list.
To add a reason to the list
- InAdmin Center, click thePeopleicon () in the sidebar, then selectConfiguration > End users.
- Click theSatisfactiontab.
- Click the "+" button in the right-hand column and enter text for a new, custom reason.
- ClickEnteror click away from the text field to add the new reason to theReasons not in usecolumn. Reasons in this column do not appear in the customer survey follow-up question.
- Next, move the reason to theReasons in usecolumn, so it is included as an option in the survey follow-up question.
- ClickSave tab. Your new reason is now included as an option in your survey.
While default reasons cannot be deleted, you can move them (as well as any custom reasons) into theReasons not in usecolumn, to make room for more custom reasons, or just to remove them from the reasons list.
To remove a reason
- Click and hold the reason in theReasons in usecolumn you want to remove.
- Drag the reason into theReasons not in usecolumn.
- ClickSave tab. The reason is removed from the survey.
To edit a reason
- Drag the reason you want to edit into theReasons not in usecolumn.
- Hover the cursor on the right side of the reason you want to edit. When the cursor symbol changes to a hand, click the reason.
- Edit the reason text as you need. When you are finished, press enter.
- ClickSave tab.
Localizing custom reasons
You can customize your satisfaction reasons to appear in each of your customer languages, by integrating your reasons withdynamic content.
To localize a reason
- InAdmin Center, click theWorkspacesicon () in the sidebar, then selectAgent tools > Dynamic Content.
- Clickadd itemto add a new dynamic content item.
- Add a new title for your dynamic content item, select your default language, and enter the translation for this language.
- ClickCreateto create the new dynamic content item.
- Clickadd variantto add a new translation for your dynamic content item.
- Select a language for your item and enter the new translation.
- ClickCreateto save the new translation. In this example, the satisfaction reason is localized in English and Spanish and has a new dynamic content placeholder, {{dc.sat_reason_product_issue}}
- Navigate back toSettings > Customers > Satisfaction.
- Click the "+" button to add a new satisfaction reason.
- 你的新动态内容占位符插入the text field and type "Enter" or click away from the text field. The placeholder gets resolved to the language of the account when saved to make the satisfaction reasons easier to manage.
If available, the translated satisfaction reason will appear in the correct customer language.
Using satisfaction reasons in reporting
If you're using Zendesk Explore Lite, Professional, or Enterprise, theSatisfactiontab of the Zendesk Support dashboard gives you a wealth of information about your CSAT.
- Reporting on CSAT and one-touch tickets
- Finding tickets with no replies
- Determine ticket assignee when satisfaction rating is given
- Reporting on customer satisfaction by agent
- Percentage satisfaction score based on agent replies
- Satisfaction trending year-over-year
- Replicating the Satisfaction tab reports in Explore
For more information about viewing CSAT with Explore, seeViewing customer satisfaction score and ratings.
For information on working with Explore, seeGetting started with Zendesk Explore.
Applying satisfaction reasons to ticket views
You can create a ticket view to organize tickets by the satisfaction reason given, or to look tickets with a negative response and no satisfaction reason given.
The reasons included in your survey appear as condition elements in the views builder:
For information on building ticket views, seeUsing views to manage ticket workflow.
Applying satisfaction reasons to business rules
You can create business rules - triggers and automations - based on satisfaction reasons to draw attention to tickets with certain responses.
The reasons included in your survey appear as conditions in the triggers or automations builder:
For more information on triggers and automations, see the following articles:
13 Comments
What is the placeholder to see the satisfaction reason? We would like to turn on that functionality and I would like it included in the Bad Rating email notification.
I'm sorry to say that there currently isn't one. Can you upvote and add your use case to this product feedback post?Need a placeholder for satisfaction reason
Hi, is there a way to make the follow-up question mandatory and not optional? If not, was is the best workaround to make it mandatory?
Thank you
Khaled MesbahHi! Unfortunately, it is not natively possible to make the follow up question mandatory in the Customer Satisfaction Surveys as of the moment.
I checked and found one community member suggested theSimplesatadd-on option that allows you to set the follow-up question as required. You may check the link for more info :) thanks!
If its not possible to make the followup questions mandatory, is it atleast possible to make a Reason default? I wish to replace the blank space with something like "Please choose a Reason from this drop-down" as the default reason.
PS: I do not wish to integrate any app since our team is already working on a proper CSAT structure. So, need something for meanwhile.
The Satisfaction Reasons followup question is optional; there's no way to make it required. I'd recommend you create a post in ourFeedback - Ticketing System (Support)product feedback topic, using thistemplate, so our product team can better understand your use case. Thanks!
Hello!
1. is it possible to make a comment obligatory when a user chooses 'some other reason' while giving a bad rating in CSAT survey?
'some other reason' takes a big part among all reasons and it doesn't really give an understanding of what went wrong.
2. Is the csat survey customizable (=can i add additional line of text before the list of reasons)? for example user chooses a bad rating and I want to remind him that he/she can contact customer support through the link (=link to the contact form) if his/her issue was not solved instead of rating us bad.
thanks
Here's the workflow we would like to achieve.... a negative survey is submitted. We review the case and more than likely speak with the client to ensure their experience is rectified/good. We want that manager to be able to categorize the gap they discovered. This oftentimes does not align with the client-provided reason - if they provided one.
This will allow us to identify the root cause of the dissatisfaction more accurately as well as track improvement in that area.
Is that doable? If so, how? For this exercise, "add a tag" is not allowed.
Based on our understanding, the scenario is the managers are reviewing your negative surveys from your closed tickets. Are end users are giving satisfaction reasons not aligned that are configured in your bad ratings. Since you mentioned adding a tag is not allowed. Once we reached theclosed status, it is natively aninbornrule that we can no longer edit it. For this case, you may need to track it outside Zendesk. However, we recommend reaching out Zendesk Support so you can explain more details of the use case and substantial information, and zendesk can recommend workarounds when available compared here in the community. Thank you!
We are currently surveying/collecting client reaction - which is very important. The reasons that clients choose for a negative survey - at times - do not align to the root cause (through no fault of the client). Assigning this root cause to the case/survey, for further data mining later, is important.
In our org, any negative survey is reviewed by the manager and the rep who received the negative feedback. They discuss what went well, and what we can do to help bridge any gaps (training, etc.). I think this is probably pretty standard.
However, in a previous product, we were then able to record a Manager's Reason for the negative survey, which would speak to internal mechanisms (training, product, timing of PD responses, an issue with process, etc.).These response could range from "PD response too slow" or "Proposed PD fix not acceptable" or "Training" or "Client upset with billing"... as you can see, many of these "true" reasons fall outside of the narrow vision of "support". But allowing us to ascribe a second, manager-discovered reason, we can better advance our entire organization rather than focus on an individual rep (which is important, but only part of building a highly effective team).
We can then run a report which would show our biggest drivers of those negative Surveys ... which very often did not align with the client-provided reason. This really, really helped us discover gaps that needed addressing in our previous product - and I honestly miss it very much. In ZD, we don't have that very important data point.
We understand if there is a limitation described in this article that did not meet your business needs. Having that said, we encourage you to create a new post in theGeneral Product Feedback topicin our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Also, if you like, I can refer you to ourProfessional Services team.They can build custom applications for your CSAT and other tools for your Zendesk when native functionality is not meeting your needs. In addition, you can integrate your own CSAT in Zendesk viaCSAT API.Thank you!
Hi!
有什么办法可以反应评级吗?如。我是类风湿性关节炎ted with "unsatisfied". Can I reply to this feedback to explain background / reasons for my acting?
Thanks in advance!
Hi Andre,
The way to follow up is by replying to the ticket itself that was rated. Following up on a bad-rated ticket is always one of the best practices to improve customer satisfaction. You can check the articleTips for improving your customer satisfaction ratings.
Hope this helps.
Pleasesign into leave a comment.