Tracking Changes in CSAT Scores in Zendesk
Can I track changes in CSAT scores from bad to good?
Yes, you can track changes in CSAT scores from bad to good (and vice versa) using metrics available in Zendesk Explore. You can clone and edit built-in reports to suit your needs, or use the Requester attribute to filter updates.
This allows you to measure the impact of actions taken to improve customer satisfaction and see how many customers have changed their ratings.
More related questions
How can I view my CSAT score in Zendesk?
To view your CSAT (Customer Satisfaction) score in Zendesk, you need to access the Satisfaction tab on the Zendesk Support dashboard. This feature is available with all versions of Zendesk Explore. First, ensure that customer satisfaction ratings…
Can I see individual CSAT ratings for my agents?
Yes, you can view individual CSAT ratings for your agents by creating a custom report in Zendesk Explore. The Satisfaction tab on the dashboard typically shows group data, but you can use an Explore recipe to report on customer satisfaction by…
How can I track CSAT ratings with comments?
To track CSAT ratings with comments, you can create views in Zendesk that filter tickets based on satisfaction ratings and comments. This allows you to easily see which tickets have received feedback and what the customers have said. By setting up…
Is it possible to customize the CSAT survey options in Zendesk?
Currently, Zendesk does not allow customization of the CSAT survey options beyond the default 'Good' and 'Bad' ratings. There are no available apps in the Zendesk Marketplace to change this to a scale like 1-10. If you have specific feedback or…
How can I report on CSAT ratings based on the date they were given?
To report on CSAT ratings based on the date they were given, rather than the date the ticket was solved, you can create a custom attribute in Zendesk Explore. This involves using a formula to capture the timestamp of when the rating was submitted….
How can I prevent agents from rating themselves in Zendesk?
Agents can potentially rate themselves if they open the satisfaction link in a browser without an active agent session, such as an incognito window. This is due to how CSAT works with tokens rather than logins. To prevent this, you can provide…
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