In Explore, you can easily view your overall customer satisfaction score and ratings using the Customer Satisfaction pre-built dashboard. Just like the other pre-built dashboards, you can edit and customize these reports by duplicating the dashboard (see Duplicating pre-built dashboards). The Customer Satisfaction dashboard uses the Zendesk Satisfaction dataset. You can filter the dashboard by date, brand, channel, group, organization, and end user.
You can access your pre-built dashboards by clicking the Explore icon () in the product tray.
Satisfaction overall headline metrics
Explore's Customer Satisfaction dashboard displays your most important metrics right at the top of your dashboard. These metrics are shown as KPI reports, so you can quickly find your results.
- Satisfaction Score: The overall satisfaction percentage for the selected date period. Satisfaction score is calculated by measuring the number of satisfied surveys over the number of surveys sent.
- Response Rate: The overall percentage of responses to your satisfaction surveys over the selected period. The response rate is calculated by measuring the number of satisfaction responses over the number of surveys offered.
- Total Ratings: The number of ratings received including changed ratings for the selected time period.
Satisfaction ratings and score changes
There are two types of reports you can use in Explore to analyze your different satisfaction response ratings. These reports make it easy to determine the number of Good, Bad, and changes in ratings both as a whole number and over time.
Satisfaction rating headline metrics
Like your satisfaction overall headline metrics, you can view KPI reports to analyze the number of ratings for each type of response. The satisfaction rating headline metrics are located to the right of the overall headline metrics.
Below are the rating metric reports:
- Good Ratings: The number of satisfaction survey responses that received Good ratings over the selected date range.
- Bad Ratings: The number of satisfaction survey responses that received Bad ratings over the selected date range.
- Bad to Good: The number of satisfaction survey responses that were changed from a Bad rating to Good over the selected date range.
Satisfaction ratings over time
The Satisfaction Rating report shows the Good and Bat ratings over the last 12 months. The last 12 months are based on your current date, not your selected date range. The Satisfaction Rating report uses a line chart, so you can easily identify the increases or decreases by month. For your results to appear correctly, this chart places your Bad Ratings metric on a dual axis. The dual axis allows your chart to adjust to the scale for both your Bad Ratings and Good Ratings, so you can clearly see both on each chart. For more information on dual or secondary axes, see Adding metrics as a secondary axis.
Satisfaction scores with ticket reopens
While you can view your overall satisfaction score as one number, you can continue to analyze the other contributing factors behind the score with the Satisfaction score by ticket reopens. This query uses a bar chart to measure the average satisfaction score depending on how many times a ticket is reopened. This can help you identify if the number of reopens is greatly impacting your satisfaction score metric. You can hover over any bar to see the exact satisfaction score for the associated number of reopens.
Satisfaction response rate
If you want to further breakdown your Satisfaction response rate, you can use the two queries at the bottom of the page to analyze your response percentage score. You can use these queries to analyze trends in your responses received and determine when to send future surveys. Both of these queries measure response rate by dividing the total number of responses by the number of surveys offered.
The two satisfaction response rate reports are:
- Satisfaction Response Rate - last 12 months: The trend of your response rate by month for the last 12 months. The last 12 month are based on your current date, not the selected date range.
- Satisfaction Response Rate - Hour survey sent: The average response rate by the hour the survey was sent. This report can help you determine the optimum time to send your surveys.