What is the Zendesk satisfaction survey?
As per Zendesk
One of Zendesk Support’s most popular features is our built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis. Because of our simplified approach, on average our customers see a roughly 21% response rate - which is fantastic! Zendesk Support provides some great defaults for the survey, but we get a lot of questions about how to further customize the customer satisfaction experience.
We shorthand the overall setup (survey and ticket ratings) as SSAT
Zendesk Global setup
Zendesk Global uses an automation to send out the satisfaction survey.
Zendesk US Federal setup
Zendesk US Federal uses an automation to send out the satisfaction survey.
End-user experience when the SSAT survey is sent
Once the SSAT automation runs on the solved ticket, the user will receive the SSAT survey email where they can rate their support experience directly from the email message. A sample of this would look like:
Once the user clicks either of the two satisfaction links in the email message, the rating will be submitted and they’ll be redirected to another page where they can add a comment about the rating if they’d like.
In the event the user selects the
Bad, I'm unsatisfied link, we ask them to
specify a reason for the dissatisfaction.
The options available are:
- The issue was not resolved
- GitLab doesn’t meet my needs
- The answer wasn’t delivered in a timely manner
- The answer wasn’t helpful