To set up and run a Zendesk support survey, you will need to configure CSAT Survey Settings in Zendesk by following these steps:
1. In Zendesk Admin Centre, navigate to Objects and rules > Business rules > Customer satisfaction.
2. Click Get started (if it's your first time) and then Edit survey.
3. Click Edit survey.
4. Customise the rating scale by:
- Setting a headline
- Choosing a scale range (2, 3, or 5)
- Choosing Scale type (Numerical, Emoji, Custom Text)
- Defining the text for each rating option.
5. Specifically for NEGATIVE ratings, you can add follow-up questions, such as drop-down or open-ended questions.
6. Save your changes.
7. Activate CSAT for your preferred channel(s):
- Return to the Customer satisfaction page.
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In the Channels section, select the 3 dots for the channel you want to activate (Email or Messaging) and click Activate.
- Confirm by clicking Activate rule.
- You need to be a Zendesk administrator to set up and send CSAT surveys.
- If you are using the legacy CSAT option, you must deactivate it before activating the updated option.
- Surveys are typically sent after a ticket is marked as solved.
- Keep surveys concise to encourage completion.
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Combine qualitative and quantitative questions for comprehensive feedback.
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