Accidental Bad Satisfaction Ratings in Zendesk
Why do customers accidentally submit bad satisfaction ratings in Zendesk?
Customers may accidentally submit bad satisfaction ratings in Zendesk due to the ease of interaction on touch screens, such as mobile phones or tablets. This can happen when customers unknowingly engage with a CSAT survey while checking emails or swiping their screens.
To address this, it's important to follow up with customers who submit bad ratings to confirm their intent. Often, they may not realize they provided feedback and might be willing to change their rating once they are aware of it.
More related questions
Can customers change their satisfaction rating on Zendesk?
Yes, customers can change their satisfaction ratings on Zendesk. To facilitate this, you can create a macro that includes the placeholder{{satisfaction.rating_url}}, which generates a link for customers to update their rating. To set up this…
Is it possible to change satisfaction ratings on closed tickets in Zendesk?
Unfortunately, satisfaction ratings cannot be changed on closed tickets in Zendesk. Once a ticket is closed, it is locked from further modifications, including changing the satisfaction rating. However, you can adjust the time it takes for a ticket…
How can I ensure the satisfaction rating link works in Zendesk macros?
To ensure the satisfaction rating link works in Zendesk macros, avoid using code span text formatting for the placeholder. Instead, type out the placeholder{{satisfaction.rating_url}}manually in plain text. Using plain text ensures that the…
What is the NPS and Survey app for Zendesk?
The NPS and Survey app for Zendesk is a tool that enhances survey creation capabilities by automatically inserting placeholders and offering four survey categories instead of just 'Good' or 'Bad'. This app can be a great addition if you're looking…
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