Zendesk Customer Satisfaction Survey Wording and Analysis Plan
Ask the right questions and read the results fairly.
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Design a satisfaction survey in Zendesk and a plan for reading results. Customer types: [CUSTOMER_TYPES]. Moments to survey: [MOMENTS]. Current score and response rate: [CURRENT_SCORE_AND_RATE]. Write the main question, a short optional comment prompt, the follow-up for unhappy responses, the timing and the thank-you message in neutral wording, asking for no more personal data than needed. Explain CSAT (satisfied responses divided by total: 84 of 100 is 84 percent) and response rate (responses divided by surveys sent). Warn about low response rates and bias, since unhappy and delighted customers respond more, and do not use CSAT to rank agents on small samples. Handle responses about the product rather than the support, and tickets where the customer had no fair chance to rate. Monthly analysis template: response rate, CSAT, top three reasons for dissatisfaction with counts, actions. Closing-the-loop message for unhappy customers that apologises where appropriate, states what will be done and gives a contact. Survey rules and consent differ by region [VERIFY].
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