If your Zendesk satisfaction survey response rate is always showing 100%, it might be due to a missing action in your business rule.
When satisfaction ratings are first enabled, a default automation tracks the event of the survey being sent. If this condition is removed or not added to other triggers and automations, the response rate calculation will be affected. To fix this, go to your business rule for the survey, click the green plus sign (+) next to 'Add action', and select the appropriate options. Save your changes, and future surveys should record correctly. For more details, check out the article: About CSAT (Customer Satisfaction) ratings in Zendesk Support.
To fix the 100% response rate issue in Zendesk surveys, you need to adjust your business rule settings. The problem arises when the action that records the survey being sent is missing from your business rule. This action is part of the default…
The formula for calculating CSAT in Zendesk is straightforward: it's the count of good satisfaction tickets divided by the count of rated satisfaction tickets. For example, if an agent receives 100 rated tickets, with 99 rated as good and 1 rated…
Removing an action from your business rule can cause Zendesk survey response rates to inaccurately show 100%. The default automation for satisfaction ratings includes an event that tracks when a survey is sent. If this action is removed or not…