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.
如果你的反应周期通常与支持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
The only built-in functionality would be to the Satisfaction Reasons feature, but that's only available when someone leaves a Bad satisfaction rating on a ticket. If you're looking to gather additional information from all users when you survey them, you'd either need to link to an external form in the Satisfaction automation that's created when you turn on CSAT, or use a third-party satisfaction survey system -- there are several options available in ourMarketplacethat might provide this ability.
Hi folks,
Was hhoping someone could advise on the following.
When I add
{{satisfaction.rating_section}}to the macro and apply it, it comes in the response in a shape of a link that takes to the Satisfaction survey.My question is - is it possible to imbed the survey itself into the email response where the customer could rate the service straight away as opposed to clicking/copying the CSAT link etc?
Just to make it look something like that:
Any advice would be very much appreciated.
also, would someone be able to share the HTML code for this CSAT survey:
Currently, it is not possible to completely embed CSAT into an email, as on the backend, the CSAT ratings are added via an API call to ourCSAT API. As API calls require a web-based call, users will need to navigate to a webpage external to the email so that we can receive a rating on the Zendesk side.
Hope this answers your inquiry. Thank you!
it does, thanks Gabriel
Hello!
I’d need to update the verbiage going out for our CSAT Surveys. I’d like it to have 4 questions.
1. How satisfied are you with your online shopping experience with ?
2. How satisfied are you with the product you received?
3. Did the Customer Service Agent make it easy for you to resolve your customer service issue?
4. How likely are you to shop with again or recommend us to friends/family?
At the moment, CSAT being sent by automation or trigger is standardized to present Good/Bad. On the other hand, you may want to check ourApps Marketplacethat will allow you to send survey the way you want it.
Is there a way to add a checkbox into the email in order to give users the ability to give permission to use comments in marketing materials?
I'm afraid this is currently not possible in email notifications. The end user will have to reply back to the ticket thread for you to be able to capture their response.
Is there a way to have to CSAT surveys for different support groups? If yes, can each support group have it's own CSAT totals?
可以设置不同的满意度苏尔vey for different groups.
Depending on what you use, a trigger or an automation you will need to add a condition which will be Group > Is > your Group name.
And, create another business rules for the other survey for the other group.
This will identify which satisfaction notification to send when an agent from a specific group is assigned to the tickets.
Once this is set up and surveys answers are collected it's possible to create a report inExplorethat will evaluate the CSAT depending on the Groups to get the totals needed.
I hope this helps!
我们怎样才能有这些调查与粘性吗gle and their 5-star rating method?
currently, there is no native option to link the survey with Google ratings.
The following 3rd party Apps might be useful for you in this case:
- Google My Business
- Zapier Google My Business + Zendesk Integrations
When will we have access to the Survey option for our site that I received when my ticket with Zendesk support closed?
Here's what it looks like:
Is there a way to customize the options that are sent out in the CSAT survey? Is it possible to add a 1-5 rating scale? Or are we limited to just Good and Bad as options?
Did anyone ever find a marketplace app that allows setting intervals for csat surveys?
I have clients that write in quite often and we are pinging them too much for csat survey which is skewing our results.
HiJudd Higgins
Not a Marketplace app, but a combination of native Zendesk features should allow youto add a cool-down period to satisfaction surveys.
I've done something similar where every ticket created puts a tag "no_survey" on the requester, any ticket with this tag will not get surveyed (update automation to not run on tickets with this tag. Another automation will remove the tag (from the requester) after a specified time has elapsed.
With this setup, the first ticket is surveyed, but subsequent tickets will inherit the tag from the requester profile and not get surveyed.
Once the tag is removed the next ticket created will be available for surveying and the cycle begins again.
Hope this makes sense
Is any of this logic exposed via an API?
Jennifer Gillespie-- we are using a third-party to create and capture the customer satisfaction surveys that you are seeing when you Zendesk ticket with Support request is Solved.
Trevor Shaffer-- right now, you are only limited to Good/Bad. If you are looking to capture more information, you can look at using the satisfaction reasons to get more information from Bad ratings:Working with satisfaction reasons.
Tuule- OurTickets APIwill show the CSAT status :)
SabraThank you for your honesty. My initial thought is that if Zendesk doesn't feel that their delivered option isn't good enough for them to use on their own tickets, then Zendesk should FIX IT to be what you also use. It's honestly not a good business approach to show us, your clients, that you're not willing to use your own things that you design.
HIJacob the Moderator, I am implementing the same thing. Can you please help me understand more on how you set this up please? Thank you.
Nikki Trinidad- here's an article with steps forRestricting Satisfaction Surveys by Dateand the articleHow to add a cool-down period to satisfaction surveysalso has tips for how to set up something similar to what Jacob was mentioning.
HiSabraI also tried doing the links you attached but I don't seem to get it right. Also, no satisfaction date is coming across the custom user field. I am not sure what is wrong with my setup. I am using Sandbox to test, is this an issue? I can't find the notify target webhook > (webhook created) in Sandbox so I just used Notify active webhook instead. Not sure if this is the problem.
I would recommend reaching out to our Customer Care team using the steps in the following article:Contacting Zendesk Customer Support
They will most likely need to assume into your account to see why exactly you're not able to get the steps working from the previously attached articles.
Hope this helps!
@Heather Rommel
Is your info here acurate to today's date? I attempted to put the placeholder (below) in my trigger when a ticket is 'solved' to have the customer satisfaction rating included within a ticket when it is moved to solved and turned off the automation. Afterwards, I tested it and got a HTTP ERROR 403. Please help!
{{satisfaction.rating_section}}Hi there,
Is there any way to make the survey links available for a longer period of time?
We find that for tickets solved on a Friday, the survey link is sent on a weekend and then has expired by the time the end user goes to complete the survey on the following Monday. They then can't provide the feedback to us.
Thanks,
Matt
Hello Matt,
票不是在封闭状态吗?关闭tickets can no longer be updated so if the ticket is rated after the ticket was closed, it would no longer work. You may want to check the events of the ticket if there's a business rule that automatically closes them after a few days:Viewing all events for ticket updates
Hello All!
Another person asked this question above but the response didn't help answer the question.
I have the same inquiry.
I am looking to elaborate on the CSAT survey 2 have 2 questions. The service from the customer experience associate(s) can be great, but the problem is with the company or policy. Because of this, the representative will receive a bad CSAT score. (when they provided great service)
I would like to have 2 questions somewhat like:
1. Are you satisfied with the service provided by the customer service associate who helped you?
2. Are you satisfied by the outcome?
Can anyone advise the best way to tackle this?
Thanks so much
With the native CSAT, you can only customize the look of the Good and Bad rating options. If you're looking to gather additional information from all users when you survey them, you can use a third-party app that provides this ability. You check ourMarketplacefor the available app you can integrate into your account.
Hello, community! If you're interested in expanding your survey creation capabilities, you can tryNPS and Surveyapp for Zendesk! The application automatically inserts placeholders and offers four survey types instead of "Good"/ "Bad".
Pleasesign into leave a comment.