How to Create a Customer Satisfaction Survey for Zendesk
Good customer support can make or break a brand, and customer satisfaction score (CSAT) is an excellent way of keeping tabs on how well your team support is doing.
FormCrafts allows you to make well-designed and professional CSAT survey forms that feed data back into Zendesk.
In this tutorial, we will learn how to:
- Create a CSAT survey form
- Map form fields to Zendesk fields
- Copy the email embed code
- Create a Zendesk trigger to send surveys
1. Create a CSAT survey form
The first step is creating a CSAT survey form. For this tutorial, we will use an existing CSAT template.
On your FormCrafts dashboard look for the New Form button. On the popup screen select Templates and look for the Customer Satisfaction Survey template.
We have to edit the Were you happy with your stay field? and alter the options. Zendesk only allows two types of feedback ratings: good or bad. In FormCrafts you can have any number of ratings, and give them custom names. We would edit our field to map the FormCrafts ratings to their corresponding Zendesk counterpart.
Our current option list is:
1==Very unhappy
2==Unhappy
3==Content
4==Happy
5==Very happy
We would edit this to:
bad==Very unhappy
bad==Unhappy
good==Content
good==Happy
good==Very happy
Note: the string before == is the value of this option, and this is what we pass on to Zendesk. In this case both Happy and Very happy ratings would show up as good in Zendesk.
If you only want two options you can use a shorter option list:
bad==Unhappy
good==Happy
Another very important step is to add a Hidden field to your form, via Add Field -> Other -> Hidden. Label this field Ticket Id, and set the value as {{ticket.id}}.
Note: our survey template already has conditional logic steps to ask customers different questions based on their satisfaction levels. We can store this other information as a comment in our rating.
2. Map form fields to Zendesk fields
Go to Addons (top-left corner of the screen) -> Support, and enable Zendesk. Once enabled click on Add Action, and set the action to Create a Satisfaction Rating.
Now map the Ticket Id field to Ticket Id, Were you happy with your stay? to Score, and map each of the other fields to Comment.
Our mapping should look like this:
3. Copy the email embed code
Click on Share / Embed on the top-left corner and go to Embed (in emails).
Before you copy the embed code you would notice two ways to embed forms: Embed one field and Embed entire form.
Embed one field allows us to embed one form field (usually a rating field) in the form. When the user clicks on an option they are taken to the feedback form.
Embed entire form allows us to embed all form fields (except those triggered by conditional logic). These forms contain a submit button as well.
For this tutorial we would use Embed one field, and select our rating field under Select the field to embed. You can also use the code under Embed entire form but note that Zendesk caps the size of outgoing emails, so your Embed entire form would only work for forms under 5 fields or so.
You can get the embed code via Copy Code
4. Create a Zendesk trigger to send surveys
Last step: we will create a trigger in Zendesk to automatically send customers a CSAT survey request when a ticket is marked as solved.
On your Zendesk account go to Admin -> Business Rules -> Triggers. Then add a new trigger.
We can use triggers to create complex conditions, but for this tutorial we would use a simple one.
Next, we configure the action. What happens when a ticket has been marked as solved? We email the customer a survey request.
Here is a template for you to use:
<div style='line-height: 26px'><h2>We'd love your feedback</h2><p>Thanks for getting in touch with us recently! We're always striving to improve and would love your feedback on the experience.</p><hr></div> (Embed Code)
Replace (Embed Code) with the embed code we copied in Step 3.
Here is what the email actually looks like:
Once the customer fills out the survey we would see the rating (along with the comment) show up on the Zendesk ticket. Since this information is back in Zendesk you can also use Zendesk Explore to analyze this data.
Bonus: add a private comment to the ticket
We have learnt how the survey can post the rating back to Zendesk. However, ratings and comments can be limited. We can create dynamic surveys in FormCrafts and save all the response questions as an internal note on our ticket.
Go back to editing your form, and go to Addons -> Support. Click on Add Action, and set the new action to: Update a Ticket. Now map Ticket Id to Ticket Id, and Response Summary to New Comment. Now check the option Add the comment as an internal note.
Our mapping should look like this:
When the customer submits the Zendesk CSAT survey feedback form we would also see an internal note in our ticket.
