Zendesk has made the first step in improving customer satisfaction surveys. Initially, clients could only give a thumbs up 👍 or thumbs down 👎, but now they have more options.
What changed?
The scale can now be adjusted, and the following options are available:
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2-step scale (like thumbs up / thumbs down)
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3-step scale (bad, neutral, good)
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5-step scale (like most star ratings)
With negative feedback, you can ask a follow-up question and enable a free text field for the customer to express their frustration.
This is a great improvement if the information would be visible in the ticket.
What is not working?
In the new CSAT, the only info you can find in the ticket is whether the result is positive or negative. But that is not enough when handling these tickets.
There is a big difference between a 1-star or a 3-star rating on a 5-star scale (both considered negative). The user's comments are essential in dealing with this negative feeling.
Reaching out to ask for feedback they already gave isn't the best start. For sure when you intend to convert this client into a happy one.
That is why we think the entire CSAT information is crucial when dealing with unhappy clients.
What is the CSAT viewer about?
Once the survey has been filled out, you can see what and when the client filled it out.
- If the client submitted the survey, the App will displays the full content of the survey in the sidebar.
- If the client did not submit the survey yet, you can see when the csat has been sent to the client.
This informaton will help all agents to handle these tickets and clients with the right level of attention.