Hello,
On the default Zendesk Support dashboard in Explore, on the Satisfaction tab, there are two metrics that by definition should be the same value:
Satisfaction Rated %
Rated Tickets % (in the Rated Tickets funnel)
Both of these metrics are showing the percentage of tickets that received a Satisfaction rating out of the pool of all tickets within the date range filter. Why are these two values not identical?
I believe Satisfaction Rated percentage is the score and Rated Tickets % is the percentage of tickets that were given a score.
The Satisfaction score is the actual score itself. The two metrics I mentioned have almost identical definitions and they should, by that logic, be the same value.
Hi James,
Thank you for contacting Zendesk. My name is Marco and I will be helping you out with your inquiry on the difference of Satisfaction Rated % and Rated Tickets % (in the Rated Tickets funnel).
The Satisfaction Rated % shows the percentage of tickets that were rated out of those tickets where a survey has been sent. Hence the formula being "COUNT(Rated satisfaction tickets)/COUNT(Surveyed satisfaction tickets)"
However, the Rated Tickets in the funnel show the number of rated tickets in relation to the total number tickets within the specified time period. Meaning, this will also include tickets that are still not marked as solved, hence have not been surveyed yet.
Hope this helps!
Marco M. | Zendesk Support
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Thanks for jumping in and clarifying Melanie and James :)