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What is Customer satisfaction index?

Is the Zendesk customer satisfaction survey data worth the annoyance to users?

  • As they say on their site: "After a customer service request is solved, Zendesk can automatically contact your customers to collect feedback on their satisfaction with the support received." The metric generated by this feedback seems mostly useless for any but the largest organizations (with the largest data sets of feedback). The comments on the survey often indicate customer irritation at yet another email, and many comments do not address the quality of support but instead overall satisfaction with the company or product (but with insufficient granularity to be useful). Is this data worth sending your customers another email to capture?

  • Answer:

    I don't think sending an individual extra email on it is worth much. Your goal should be to measure satisfaction in the moment, not at some predetermined time hours or days later. We build http://Temper.io specifically to handle this and let you include a simple 3-smiley satisfaction survey in your emails (among other places). We can be used with any support desk system (including Zendesk).

Josh Pigford at Quora Visit the source

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The feedback value is most likely tied to your audience demographic. The users I support are IT and application managers who have a vested interest in seeing our product improve and develop to fit their needs. As fast as the percentage goes, it offers the support team a way to gauge their performance, the marketing team another feature to sell the product or service and the executive team a way of making all client services departments accountable. On top of that, feedback empowers the customer to offer suggestions. Any customer who "gets annoyed" by being offered a chance to have their voice heard is being short sighted. I've been the primary administrator on my company's Zendesk account for two years.

Miles Baltrušaitis

Although we don't have high rates of response, we have our satisfaction rate on our most important dashboard.

Matias Miranda

Well, we do it for all our tickets and we have not gotten a single user telling us that we should stop and we get amazing results. The Software we use is Examinare and we even gotten help to integrate it. Very nice. :) I include the link below but up to you to remove if it violates anything. http://surveytools.examinare.com

Daniel Kroon

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