How to prevent over-surveying customers? | Community
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How to prevent over-surveying customers?

  • December 15, 2016
  • 5 replies
  • 0 views
J

I'd like to turn on customer satisfaction surveys, but I don't necessarily want to send a survey with every ticket. As an example, if a customer closes 5 tickets in a day, I'd like to send a survey for only one of those tickets. I would like to set it up so that a customer gets a survey no more often than once every 'x' days, regardless of how many cases they closed. I've found that doing something like this helps improve response rates.

Any way to do this inside ZD admin configuration, or via an app in the app exchange? Thanks.

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    5 replies

    A
    • Andrew42
    • December 16, 2016

    I'm looking at a possibility for this - it's not a major for us - we do survey every ticket that meets a couple of parameters (only does certain groups and excludes some overly common issues)

    I was thinking the flow would be a bit like the below - we'd need to use from http targets to achieve this I think.

    • Client creates ticket via email etc…
    • If ticket does not have tag csat_prevent (inherited from user tag) add tag request_csat AND add user tag csat_prevent (this will need http target I suspect - no action option for this)
    • Change CSAT mail to only fire when request_csat is present
    • Add automation for ticket: since solved > 5 days,  and csat offered… to remove user tag. (This will need http target too)

    This is just a suggested outline - not sure if it is all possible yet.

    C
    • Colin17
    • December 21, 2016

    The way I used to achieve this is very messy so I ripped it out. But I had a custom field on the customer record which is just a count but has tonbe a dropdown field. When a ticket is created, the tag for that field is copied to the ticket and I had a series of triggers to handle each possible value. On one and two I simply incremented the counter by setting the next value. On three I would tag the ticket to say that a chat could be sent then set the count back to zero.
    Note. If you try this. You must have the triggers ordered from 3 down to zero otherwise they will fire each time.

    L
    • Lester12
    • January 4, 2017

    I saw this over in the Tips and Tricks section.

    It might be useful

    https://support.zendesk.com/hc/en-us/community/posts/218147587-Reducing-Satisfaction-Surveys

     

    J
    • Jim30
    • Author
    • January 4, 2017

    Thanks for the link, Lester - I will check it out!

    A
    • Arno12
    • February 15, 2017

    Please implement this possibility, otherwise the CSAT functionality is of no use to us. We definitely do not want to send the same question more than once a month to the same user.

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