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Customer Satisfaction Survey Across Help Desks
Most customer service software measuring customer satisfaction comes with a baked in mechanism for asking one question:
How would you rate the interaction you’ve had?
The Findings with Default Integration On
For a start, most default help desk setups send the survey after the ticket is closed. Cons: poor feedback opportunity and no chance to rate an individual reply.
Next, every help desk offered a CSAT style survey (How did we do?) by default. None of them offered the CES 2.0 or NPS surveys out of the box. Cons: a need to look for an integration if you want to experiment with different customer experience questions.
In addition, 5 out of the 8 help desks didn’t offer variable survey options: Of these 5, half offered 2 survey options (Good/Bad) and half offered 3 survey options (Good/Neutral/Bad).
Finally, smiley faces were the most used image.
Zendesk
24 hours after the ticket is marked resolved, customers receive an email with one simple question:
When they click on the answer, they also get an invitation to provide a comment.
Zendesk also offers:
- adding a customizable follow-up question for “Bad” survey results.- but only Good and Bad response options. Look outside Zendesk if you want to experiment with offering a neutral response option or implementing Customer Effort Scores.
Desk.comDesk.com offers a few more options in their default template:- Choose how often the survey goes out. - Decide whether you want 2 or 4 smiley faces. - Turn the additional question on or off.
Desk.comThe rating system then attaches resolution of the ticket to the email.
FreshDeskFreshDesk has just recently rolled out new surveys this year:- option to change the scale to 2, 3, 5, or 7 different response choices,- possibility of adding follow-up questions.Con: Customer satisfaction surveys are not available on the two cheapest plans.
GrooveThe most bare bone of the default customer satisfaction surveys: - gives three response options,- no way of changing the text,- the survey goes out with a closed ticket email and there’s no way to change that either.
KayakoEvery Kayako account has the customer satisfaction survey enabled by default:- sends it 24 hours
after agents close the ticket. Pro: lets the dust settle.
Cons: updating the text isn’t possible. - only two options for a response (Good/Bad).- requests additional comment.
TeamSupportTeam Support uses:- a three-option rating system,- allows adding the rating system onto the bottom of a resolved ticket email. - Click the question, it opens up a screen asking for comments. Con: It doesn’t appear you can customise by a number of options or the questions asked.
HappyFoxSetting up surveys in Happy Fox gives you quite a few options:- survey out as a separate email on closed cases, - set up the survey with full text. - Offer 2 or 3 rating options; clicking on one of them encourages the customer to leave a comment. Pros: It’s definitely not as pretty as some of the other default options, but having full control is nice.
Help ScoutHelp Scout is one of the rare ones which add to every reply by default. Gives three options, and you can edit the text of the links and question in a rich text editor. They as well provide “recipes” for including images.
Moving on to a Dedicated Customer Satisfaction Survey Tool
If you don’t see what you need in a default help desk survey, you’ll want to reconsider. Try a purpose built survey tool for tracking customer satisfaction. There are three main reasons most teams move beyond the basic functionality of their Help Desk:
• Survey customisation• Multichannel integrations• Deeper reporting options
Survey customisationBig dreams or clearly defined specifications need a dedicated tool. Nicereply offers just that: - customisable number of response options, - tailoring images,- including additional, conditional questions after asking about satisfaction.
Advanced users can even access the Nicereply API to customize every survey to their needs completely.
Multichannel integrations
Multiple communication channels ask for using a satisfaction solution that collects information across all of them. To do that, implement Nicereply across all tools to get a complete picture at every point in the lifecycle.
Deeper reporting options
Limited survey options mean limited insights.
Use a more complete solution and dig into the data at a more granular level – compare customer satisfaction across different teams, agents, and types of interactions to find out what really affects your customers’ happiness.
Give us a shout!Explore the most advanced world of customer satisfaction survey tools. 💡Give us a shout; we’d love to chat about your needs! 👋Read more here.
We pick companies because of their products, but we often leave them because of
theirs service failures.
Matthew Dixon, Nick Toman, Rick Delisi
THE EFFORTLESS EXPERIENCE
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