Currently there are two problems I see with the current Customer Satisfaction Survey feedback. The first is that a member can respond multiple times to the same survey. The other is that a member could respond in a fashion that does not apply, and we cannot delete it. Example below
Scenario #1: A member responded twice in a minute to the same one, giving us negative feedback twice. Both counted against the rep whose name the ticket was in. We were told by Freshdesk that it would only count the most recent one, but that is not true. I don't see where it would be useful to get feedback on the same ticket twice. Especially since each ticket should be it's own issue.
Scenario #2: The issue from #1 could be alleviated if we could simply delete the one extra response. Using this same example, our worst score is "My Question was Not Answered" the customer answered with that twice. In fact, our rep had answered the question prior to that survey, for one reason or another the member did not see it. We should be able to remove that result and not penalize our reps score if we deem that feedback was invalid, which it was.
Simply allowing the feature to ignore or delete a survey could alleviate both scenarios if the first is not possible.
I think improving the quality of the response is what's needed, I don't love Emoji's but everyone identifies a picture quicker than a word. All of my customers I would consider intelligent people and they still get it wrong so if we can find a better way then I am all for it.
Modifying survey responses is open to abuse and you shouldn't be able to alter them to fake that you get 100% happy customers, I will assume no one is faking 100% sad customers.
However, Freshdesk is not listening to this thread so I guess unless a lot of people get behind this then nothing will change.
12 days ago
Yes, David, I agree that altering survey responses is potentially open to abuse, but it is just a tad frustrating when you've followed up with an "unsatisfied" customer, who then tells you they have no recollection of responding to the survey and that they're perfectly happy with the service they received. I'm not saying I want to alter the response to a positive one, because, yes, some people would abuse that; I just want the ability, as an account admin, to either delete the response altogether (without having to delete the ticket, which is what FD support advised, but which I can't do as I need to keep track of the request fulfilment for auditing purposes), or flag it in some way so that the negative response is not included in reporting.
12 days ago
If you believe that the customer did not complete the survey then that's a bug and should be logged as a ticket.
I agree it's frustrating and we get 3 reviews for the same ticket sometimes, I almost think that the fix should be that only 1 review should exist on a ticket and the latest one wins. If you could resend the survey and they update it to the actual positive review then that would be the fix for me, the others could still be recorded but not counted in the dashboard or reports and then I can't be accused of cheating the system. Who is accusing me of that is another question, maybe it's just my moral compass!
12 days ago
We have a couple of issues with Csat;
Customers complete it in error and we follow up, only to find the customer didn't have a problem.
2. The csat we follow up, we want to flag/filter to exclude those in reports.