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Satisfaction reports incorrect

  • February 1, 2024
  • 1 reply
  • 0 views
P

Hi,

We have been using Zendesk for our CSAT reporting for a number of years now, but upon revisiting the report, it seems like the data is not transparent.

We currently use these two metrics in Explore:
COUNT(Tickets with satisfaction survey)
COUNT(Tickets with satisfaction rating)

By all accounts, these numbers seem to always correlate to each other, meaning the CSAT response is always 100%, which is extremely unlikely.

Is this due to a wrong metric counter, or some incorrect setting on our CSAT behavior?

Thanks in advance.
Patrick - Emply Support

    1 reply

    Brandon12
    • Brandon12
    • February 4, 2024

    Hey Patrick,

    It is indeed possible that your end-users are just really good about responding to surveys.  That being said, I share your concern with the way that this report has been constructed.  To break this down further though, you can easily add Ticket ID as a row in the report to dissect which tickets are making up that dataset.  You should also be able to cross reference the data in your Default Satisfaction Dashboard.  Here's the breakdown of available metrics:

    Good satisfaction tickets The number of tickets with a good satisfaction rating. IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID] ENDIF
    Bad satisfaction tickets The number of tickets with a bad satisfaction rating. IF ([Ticket satisfaction rating]="Bad") THEN [Ticket ID] ENDIF
    Good satisfaction tickets w/comment Tickets that have a good satisfaction rating and an associated comment. IF ([Ticket satisfaction rating]="Good" AND [Ticket satisfaction comment]!=NULL) THEN [Ticket ID] ENDIF
    Bad satisfaction tickets w/comment Tickets that have a bad satisfaction rating and an associated comment. IF ([Ticket satisfaction rating]="Bad" AND [Ticket satisfaction comment]!=NULL) THEN [Ticket ID] ENDIF
    Rated satisfaction tickets Tickets that were rated either bad or good by the requester. IF ([Ticket satisfaction rating]="Good" OR [Ticket satisfaction rating]="Bad") THEN [Ticket ID] ENDIF
    Surveyed satisfaction tickets Tickets that were surveyed by a satisfaction survey IF ([Ticket satisfaction rating] = "Offered") OR ([Ticket satisfaction rating]="Good" OR ([Ticket satisfaction rating]="Bad" THEN [Ticket ID] ENDIF
    Unsurveyed satisfaction tickets Tickets that were not surveyed by a satisfaction survey. IF ([Ticket satisfaction rating] = "Unoffered") THEN [Ticket ID] ENDIF
    % Satisfaction score The percentage of satisfaction surveys rated good. COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets)
    % Satisfaction rated The percentage of tickets rated with either good or bad satisfaction. COUNT(Rated satisfaction tickets)/COUNT(Surveyed satisfaction tickets)
    % Satisfaction surveyed The percentage of tickets that were surveyed by a satisfaction survey. COUNT(Surveyed satisfaction tickets)/COUNT(Tickets)
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