One of Zendesk Support’s most popular features is our built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis. Because of our simplified approach, on average our customers see a roughly 21% response rate - which is fantastic! Zendesk Support provides some great defaults for the survey, but we get a lot of questions about how to further customize the customer satisfaction experience. Here are some tips to help you make the most of your customer satisfaction survey.
Enabling the customer satisfaction feature
To enable customer satisfaction surveys:
- InAdmin Center,click thePeopleicon (
) in the sidebar, then selectConfiguration > End users. - Click theSatisfactiontab.
When you enable customer satisfaction, a pre-built automation is automatically created for you. To see this automation:
- InAdmin Center, click theObjects and rulesicon (
) in the sidebar, then selectBusiness rules > Automations. - OpenRequest customer satisfaction rating (System Automation).
It’s set up by default to send a customer satisfaction survey to your customers 24 hours after their ticket has been solved (not closed). We’ve found that this setup works really well for most companies that have a longer response cycle.
The default conditions for the system customer satisfaction automation:
Customizing when and how the customer satisfaction is requested
But that’s not the end of the story... you can customize the customer satisfaction survey to meet your needs. Customer satisfaction is really nothing but a placeholder that you can use in any notification sent out by a trigger or automation. Yes, Zendesk Support provides you with a system automation specifically for customer satisfaction, but you can modify it, or even remove it altogether and trade it in for a trigger.
As I pointed out earlier, the automation is defaulted to 24 hours. However, you can easily increase or decrease the length of time between when the ticket is solved and when the survey is sent by editing the automation:
If you’re taking advantage of user and organization tagging, you may want to send customer satisfaction to only a subset of your user base. For example, do you want to make sure users tagged with “partner” never get a customer satisfaction survey? Add this condition under “ALL”:
Are you afraid that users are receiving too much email? Consider combining the “solved” email notification with the customer satisfaction survey. To achieve this, simply deactivate the customer satisfaction automation, then go into triggers and edit your “solved” notification trigger. Add the customer satisfaction placeholder {{satisfaction.rating_section}} into your notification. That’s it! Now your “solved” notification will include a customer satisfaction survey:
Customizing the customer satisfaction email
If you want to customize the Satisfaction Survey section of the email notification, you can use system placeholders and HTML to do so. You'll find the list of available placeholders in theZendesk Support placeholders reference.
For example, the default{{satisfaction.rating_section}}placeholder will return the following section:
If you use the{{satisfaction.positive_rating_url}}and{{satisfaction.negative_rating_url}}placeholders plus custom HTML, you can transform the satisfaction section to something like this:
Considerations
When customizing your customer satisfaction process, you’ll want to think about different situations, and what will work best for both you and your customers.
Are you more concerned about customers receiving too many emails? Consider combining customer satisfaction with another email. However, customer satisfaction may not get the attention (or response) when combined with other information.
Also consider the case that a ticket is inadvertently marked as solved, or is solved before the issue is actually resolved for the customer. Sending out the survey in combination could actually result in more negative ratings. Using an automation instead allows a period of time to pass, during which a customer could choose to reopen his or her ticket.
If your response cycles with support are typically shorter (e.g. most tickets take 5 minutes to answer), you may want to actually reduce the amount of time you wait before surveying customers. If your response cycles are measured in hour or days, 24 hours might be adequate. Timing is everything, and a perfectly timed customer satisfaction survey can truly help your response rate.
For more in-depth instructions on configuring Customer Satisfaction, seeUsing CSAT.
91 Comments
I'd like to be able to customize who receives my surveys: for example, limit the number of times we ask a customer to rate our support (eg: only survey them once a month) or exclude particular individual users from receiving requests. Is this currently possible? Thanks!
Hi Cushia,
I believe there is an app that lets you get more control over the interval that surveys are sent, however, I can't remember its name - you couldbrowse the marketplace for it here.
About excluding specific requesters or tickets from getting a survey, you could add a condition to the CSAT automation, e.g. does not have tag "block_survey", this way you can add this tag on tickets where you don't want to send. If you add it on the requester, then any ticket they create will also have this tag, and they willnotreceive the survey.
Hope this helps you out.
Edit: Added a missing "not" to the last paragraph
Thanks Jacob, appreciated
We aren't able to get Satisfaction Reason values to display in any of our agent workspace views. We thought it may be due to the fact that the out of box Reasons are too long to display, so we shortened the Reason field values, but no still luck. Is this a known issue?
Thank you for reaching out to Zendesk Support.
In regards to your concern, first, you need to make sure that CSAT is enabled by going to the Admin > under Settings, go to Customers, and selecting the Satisfaction tab. Enable the Satisfaction rating option. Once enabled, you will be able to add the following Satisfaction condition in the ticket views creation.
Once you're on the ticket views creation page, make sure that the Satisfaction value is added under the Formatting options.
You can also check our article,How can I track satisfaction ratings with comments?for more information about this.
Kind regards,
We would like to have multiple questions for our survey. Is that possible in the built-in satisfaction survey?
Can you please multiple questions inside of the support email and would the customer have to click each link?
Or
Can we have all questions on one page for them to rate?
In regards to your questions, you can have all the questions on one page/email for them to rate or answer.
Please check our article:https://support.zendesk.com/hc/en-us/articles/4408886194202-Customizing-your-customer-satisfaction-surveyfor more information.
Thank you!
Kind regards,
@...
This is the issue I am trying to do this and the article doesn't really have a section on how to have multiple questions.
How would one do that with your available placeholders?
There are two placeholders that you can use that were mentioned in this article. They are,
{{satisfaction.positive_rating_url}}and{{satisfaction.negative_rating_url}}You can use the two placeholders plus your own custom HTML to create multiple questions.
Thank you!
Kind regards,
Thank you for reaching out to Zendesk Support.
In regards to your concern, the following can be done by custom HTML coding or CSS. However,Zendesk can't provide customer support for your custom HTML or CSS. Please post any issues you have in the comments section or try searching for a solution online.
Thank you!
Kind regards,
Is there any way to block some emails from getting the automated customer satisfaction survey? I receive an automated email every week from a no-reply address and when it gets the satisfaction survey it rates it as bad.
You can exclude users from getting CSAT by adding a tag to the user's profile and thenadding aTicket: Tagscondition to your CSAT automation. Check this article for more details on this workflow: How can I exclude specific tickets, users, or groups from customer satisfaction surveys?
For surveys getting unexpected bad ratings, this usually occurs when a user has alink expander, like an anti-virus checker, installed on their machine or running on their mail server. These programs open links in the email to verify they are not malicious and since customer satisfaction (CSAT) rating stores the last rating link clicked, a script that clicks every link will register as a bad satisfaction response. More about this here: Why am I receiving unexpected bad satisfaction ratings?
Hope this helps!
Hello! Is there a way to change the wording in clickable links - "Good, I'm satisfied" and "Bad, I'm unsatisfied" to "Great, I’m satisfied" and"I still need help" ??
Hi Sarah, thanks for writing in! You can customize the automation email for customer satisfaction ratings but the satisfaction rating page cannot. The page that opens in the browser is a system default page that cannot be edited with custom code in Help Center. Including the wordings "Good" and "Bad" because of theplaceholder.
However, you can integrate your own customer satisfaction tool into Zendesk through the API to send the Satisfaction Rating details to the ticket. You can find our satisfaction ratings API endpoints on ourdeveloper.zendesk.comwebpage. Thank you!
Hi! I have customized reasons for the bad satisfaction ratings but I want them to be localized. How can I do it? I tried using placeholders from dynamic content but it automatically switches from placeholder to English. Any solution?
Hi there!
我需要添加一个“额外”quastion连同我的csat question... its about resolution...I need to know if the matter of the contact was solved or not. What my be the "code" for doing this? can you help me please?
Hi Anna,
We just want to make sure that everything was followedhere? The dynamic content placeholder will match the language in the requester's user profile and if the end-users language is a variant of a supported language, the content will default to English (US).
Hi Pablo,
Currently adding more questions along with the CSAT question is natively not available but just to get more context are you referring to adding one more question after giving each survey? Like after giving Good or Bad? While there is a nativeSatisfaction reasonsif the customer will rate it as Bad. Or do you just want to add one more question just below the Good or Bad landing page?
Thank you!
Hi team. Hope you are good!
Hello team. My client wanted to include one more question within the current native search, something like:
Has your request been answered?
Yes
No
Is there any placeholder or code that can be applied or any other recommendations? Thanks in advance!
嗨,优思明,感谢写作!占位符is limited to what is listedhere但如果您想添加更多的通过自定义HTML. You may need to reach out to your developers this time as we don't support custom coding. Alternatively, you can integrate your own CSAT tool through the API, or avail of ourProfessional Services. As they can build custom applications and other tools for your Zendesk when native functionality is not meeting your needs. Thank you!
Hello!
When I send satisfaction surway to a customer and he clicks on Good or Bad option, what happens next? Is there a place to leave a comment? Does ti require to log in for a customer?
We are not yet using CSAT.
Thanks.
/Rita
They will be taken to a new page where they can leave a rating for the agent that handled the ticket. That comment will then show up directly within the ticket. I would recommend taking a look at this article:About CSAT (Customer Satisfaction) ratings in Zendesk Support
I hope this helps!
I'm curious how others handle sending surveys out for unresolved bugs that may never get fixed. We don't want to keep bug tickets on hold while we wait for a fix that may never come, but to the customer, receiving a satisfaction survey for a bug ticket almost always results in 'bad'.
If you're using a custom ticket field to identify these "bug" tickets or a tag then you could add the "tags > contains > none of the following> (tag name)" condition to your CSAT automation you have set up.
Same if you use a custom field to identify these bug related tickets.
Let me know if that's not what you're looking for!
Hi all.
I attempted to setup customer satisfaction surveys in a sandbox, but the automation never showed up. Does anyone had any advice?
Paul
You may create a customer satisfaction survey automation. Here are the Automation conditions and actions for your reference:
Request customer satisfaction rating (system automation)
在这里你可以复制电子邮件主体:
Hope this helps!
It is possible to customize the text on the email notification using our systemplaceholdersand a custom HTML.
For example, the default
{{satisfaction.rating_section}}placeholder will return the following section:If you use the
{{satisfaction.positive_rating_url}}and{{satisfaction.negative_rating_url}}placeholders plus custom HTML, you can transform the satisfaction section to something like this:Note:Zendesk can't provide customer support for your custom HTML or CSS. Please post any issues you have in the comments section or try searching for a solution online.
SeeCustomizing the customer satisfaction emailfor more detailed information.
Hi all!
Thank you Christine for your help previously. I've recreated the automation in my sandbox and still can't make it send a satisfaction survey. My guess is that automatic triggers are just not happening in there at all.
Do you have any other suggestions I can use to test this feature?
Paul
I created a ticket for you so we can further troubleshoot your business rules. I'll look forward to your reply
IS there a way to ask additional questions that can be multiple choice? We want to capture the source they went to before we went live with our support portal?.
Pleasesign into leave a comment.