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Satisfaction Rating Report Confusion

  • May 7, 2021
  • 5 replies
  • 0 views
Joshua11

Hello, community!

I've noticed when reporting on satisfaction that the data seems to be inaccurate. For example, I looked at the satisfaction report for solved tickets last week, saw a Bad rating and when I investigated the events, the ticket was rated prior to last week.

The ticket had been solved, received a rating, my agent replied back to the customer based on their feedback, the conversation lasted a couple days, and then the ticket was solved again last week. 

So when I run a report for satisfaction last week, the rating is showing up even though the ticket wasn't rated bad last week.

 

Similarly, if an agent receives a bad rating then the ticket ends up getting assigned to someone else to wrap-up the ticket, the bad rating shows up on agent #2's satisfaction rating.

How do I get an accurate satisfaction report based on the time period the rating was left (this week, last week, etc.) AND for the person who originally received the rating?

    5 replies

    Amie11
    • Amie11
    • May 10, 2021

    Hey Josh,

    Here's a recipe from the Explore Recipes list which will help you create a report to determine who the original agent was when the CSAT was assigned to the ticket. From there you should be able to build a more accurate report like you're looking for here. :)

    https://support.zendesk.com/hc/en-us/articles/360024146954-Explore-Recipe-Determine-ticket-assignee-when-satisfaction-rating-is-given

    Hope this helps. 

    Best,

    Amie

    Joshua11
    • Joshua11
    • Author
    • May 10, 2021

    Thanks, @Amie B - that report is pretty helpful! What I'm struggling with is how to filter on the rating for a specific time period (week/year/month/etc.). It's a challenge picking which metric/attribute to report on. If I use "Date Ticket Solved" and choose last week, that only gives me results for tickets that were solved AND received a rating last week. 

    Does that make sense? 

    Is there a way to show only tickets that were rated last week (or whichever time period I need)?


    Joshua11
    • Joshua11
    • Author
    • July 7, 2021

    @Amie B or anyone: Any ideas on how to show only tickets that were rated in a specified time period?

    Ahn
    • Ahn
    • July 7, 2021

    Hey, Joshua!

    This guide could help you on this Explore recipe: Reporting on customer satisfaction by agent. There's a guide in there below that you could add a Ticket solved - date to measure by agent and by specific date.

    You could also check this surveys on the Satisfaction tab of the Zendesk Support dashboard included with all versions of Zendesk Explore. More details here Viewing your CSAT (customer satisfaction) score and ratings.

    Cheers!

    Ahn L. | Customer Support Advocate

      Joshua11
      • Joshua11
      • Author
      • July 13, 2021

      Thank you, @Ahn Letran and @Amie B! I think I have what I need for now. There is no current metric or attribute for rating date so I'm sticking with the standard ticket solved date.

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