Benchmarking Satisfaction Ratings in Zendesk
Is there a way to benchmark satisfaction ratings in Zendesk?
Zendesk does not provide a specific standard for benchmarking satisfaction ratings. However, it is a good practice to respond to bad ratings to reflect and validate when appropriate, and to look for patterns in bad ratings to identify and remove pain points in your products or services.
While there isn't a set benchmark for how many bad ratings you should aim to change to good, focusing on preventing future bad ratings by improving your service and addressing common issues can be an effective strategy. For more detailed guidance, you might want to explore resources on improving satisfaction ratings.
More related questions
How can I create a view to track satisfaction ratings with comments in Zendesk?
To track satisfaction ratings with comments in Zendesk, you can create a custom view. Start by adding a new view and set the condition under 'Tickets must meet all of these conditions to appear in the view' to 'Status Category | Greater than |…
Can I see CSAT comments directly in Zendesk views?
Unfortunately, you cannot see CSAT comments directly in Zendesk views. While you can add columns for 'Satisfaction' and 'Satisfaction Reason' to a view, there is no column available for displaying the actual comments left by users. To access…
What happens to CSAT data when tickets are archived in Zendesk?
When tickets are archived in Zendesk, they are excluded from views, which means your CSAT data will no longer appear in those views after 120 days of the ticket being marked as closed. However, archived tickets are still accessible and actionable….
How can I report on historical CSAT data in Zendesk?
To report on historical CSAT data in Zendesk, you should use Zendesk Explore. Explore allows you to display all customer satisfaction comments, even for tickets that have been archived. This is particularly useful because archived tickets are…
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