Establish customer satisfaction ratings

Establish customer satisfaction ratings

Listen to your customers by enabling customer happiness ratings on Zoho desks. Happiness ratings can help you understand what support customers get at the end of each response or ticket closure. Built-in analytics will also help you track ratings received by proxies or those left by your contacts and accounts over different time periods.
Contact informationCustomer happiness ratings only fromStandard versionand above.
InfoPermits required
Users and theCustomer Happiness RatingsAdministrating permissions have access to this feature.
Check feature availability and limitations

Enable Happiness Ratings

You must enable a happiness rating to receive feedback from customers.
To achieve a happiness rating:
  1. more>>Contact informationArticle 51 (__email0__) >Contact informationContact Us:Customer HappinessIf you wish to object to the processing set out under C-f, please view in your account.
  2. In theCustomer HappinessPage, clickGet Started NowIf you wish to object to the processing set out under C-f, please view in your account.
  3. In theRating configurationThe page provides the following:
    • Rating issuesEnter questions you like to ask customers to describe their satisfaction with customer service.
    • RatingsThese are the options that your customers choose to describe their experience. We offer you three rating options, namely:Contact Us:Contact Us:Oh, my God.andAll right.If you wish to object to the processing set out under C-f, please view in your account. If you don't want your customers to be neutral, you can disable the "ok" rating.



    • Add rating linkThis is the link your customers should click to leave a rating. You can choose to add a link -
      • Every reply sent: This link has been added to the ticket response sent by the agent
      • When tickets are closed: Send a link via notification template (tickets closed) when closing tickets
    • Rating LinksYou can choose to show or hide the smiley face in the rating link. Choose one of the following options -
      • There will be rating issues separately.: Links only show problems
      • There will be rating questions and smiling faces.: Link shows smiling faces under question
    • Rating links are accessible:Choose who can evaluate tickets and where. Choose one of the following options -
      • Anyone on the Internet:Anyone with a rating link on the internet can view and rate tickets. This is the default accessibility option for happiness ratings.
      • Requestors and cc'd users:Requestors and cCD users can access rating links in email responses, but not the Help Center. If you want to hide links from proxies, this option may be ideal
      • End userEnd users can access the rating link, while others will be prompted to register for your help center. End users will include the original requester of the ticket, the cc'd user, and other users of the requester organization.
    • Show widgets in Help Center: If you want to display the rating in the Help Center, enable this option.
    • Show agent photos: Enable this option to add images of proxies to the rating form.
    • Reopen Tickets: You can choose to reopen your ticket when you receive the rating. Tickets can only be reopened upon receipt of negative ratings or all ratings.
    • Enable surveysYou can enable happiness ratings for one or more sectors. Specify a department from the drop-down menu.
    • Notify the ticket owner: Ticket owners can notify their customers when they receive a rating. You can choose to receive notifications only after receiving negative ratings or all ratings.
    • You can notify the supervisor or support manager about the negative ratings received by Help Desktop. Specify other users from the list view.
  4. HitsPreservationIf you wish to object to the processing set out under C-f, please view in your account.
Notes
Notes:
  • Customers cannot opt-out of receiving rating requests.
  • Happiness ratings are for every response or ticket, not every customer.
  • Rating links are disposable URLs, so customers can't change their ratings by re-accessing ratings from email.

Custom Rating Options

Personalize the default rating options available in the Zoho table. You can customize the smile, rating text, and response displayed after rating your ticket.
To personalize rating options:
  1. more>>Contact informationArticle 51 (__email0__) >Contact informationContact Us:Customer HappinessIf you wish to object to the processing set out under C-f, please view in your account.
  2. In theCustomer HappinessPage, do the following:
    • HitsEditorThe icon (__email0__ )More than one rating.
    • In theEditor's RatingThe window, select ASmilingfrom the options offered. You can clickContact Us:Contact Us:Article 51 (Browse and select images from your machine.
    • Customize text to get ratings; responses that are shown when selecting ratings and providing feedback.
    • HitsPreservationin the window.
  3. In theCustomer HappinessPage, clickPreservation.

You can follow the steps above to customize the additional rating options available in the Zoho table.

Multilingual support for customer happiness ratings

Businesses with global customers can enhance the customer experience by sending customer happiness rating forms in multiple languages. With multi-language support, customers can receiving survey forms in their preferred language, which helps improve clarity and engagement. For example, French-speaking customers will received forms in French instead of English.

Notes
Notes:Rating Form Language Preference
The rating page language is determined based on the following preferences in order to:
  1. Ticket Language:The rating page will be displayed in the language associated with the ticket.
  2. Customer's browser languages:If the bill language is not specified, the preferred language set in the customer's browser is used.
  3. Default English:If any of the above conditions are not met, the rating page will be displayed in English.

Available languages

In addition to English, customer happiness rating forms can be translated into 27 languages:

English (United States)
Polish
Contact details
Contact Us:
Contact information
Contact information
English (US)
Contact information
Contact information
English (United States)
Contact information
Technical Support
more>>
Language:
Tamil
Language:
Bahasa, Indonesia
Telugu
English
Contact information
Icelandic
Kazakhstan
Danish
Dutch
Product center
Contact details
Hebrew

Steps to Add Translation to Customer Happiness Rating

  1. Contact Us):Contact informationContact Us:ProductsContact Us:Contact informationIf you wish to object to the processing set out under C-f, please view it in your account.
  2. On the multilingual page, clickAdd languageButton in the upper right corner.
  3. In theAdd a language pop-upSelect the language you want to translate and clickPlease add.

  4. The selected language will be listed as "not yet translated".
  5. HitsExportsThe icon next to the language (→).
  6. In theCustom export filesPop-up window, clickVisibilityDrop down, selectShow to Customers - Happiness RatingExport customer happiness rating data only.

  7. Files containing translatable content will be downloaded to your device.
  8. Open this file with any text editor of your choice. The content will be displayed in key-value format. In the same file, replace the value after '=' with the appropriate translated text. For example, replace "How do you rate our customer service?""French translation," Review évalueriez-vous Notebook service customers ? The picture below highlights the text.

    Customer happiness rating before translation

    Customer Happiness Rating Translation
  9. Upload translated files back to Zoho Desktop by clickingImportsButton at the topMultilingual pagesIf you wish to object to the processing set out under C-f, please view it in your account.

Once the import is complete, the user will be able to view the translation fields and values for the preferred language.

Customize location holders for ratings

The location of the rating placeholder can be customized according to your business requirements. However, its default location depends on the option you choose while enabling happiness ratings.
  1. When you choose to add a rating link to all ticket response, that link will appear under the agent's signature. When the agent replies to the ticket, he can copy and paste the link anywhere in the reply editor.



  2. When you choose to send a rating link only when you close your ticket, that link appears above the agent's signature in an email notification sent for closing your ticket. You can customize its location in the Close Ticket notification email under Settings.Please note that closed ticket notifications are automatically enabled when this option is selected. You can disable closed ticket notifications, but make sure the workflow trigger is set up to ask for ratings.


Leave feedback

Customers can access the rating link to rate their latest support experience. On the rating page, they can select rating options and leave a short description of their experience. The feedback page also displays pictures and business logos of the agent, adding some personality to your feedback management system.

Watch Ticket Ratings

The rating your customer leaves behind will thread relevant tickets to Zoho Desk. You can view the rating and its related feedback by selecting the thread in the ticket.

Show ratings in the Help Center

Show off your performance in customer service by displaying rating widgets in the Help Center. Your customers can view the overall percentage of good, good, and bad ratings received at your help desk. They can also check out the last 100 ratings received. The widget is dynamic and the data is recalculated every time a new rating is received.

Widgets can be enabled by 'Show widgets in Help CenterOptions under Customer Happiness Settings.

Ticket ratings created by phone

Measuring customer satisfaction with tickets created over the phone is just as important as receiving tickets via email. The Zoho table allows you to send rating links when tickets created over the phone are closed.
To send a rating link:
  1. more>>Contact informationArticle 51 (__email0__) >WorkflowContact Us:AutomationIf you wish to object to the processing set out under C-f, please view it in your account.
  2. In theWorkflow RulesPage, clickCreate rulesIn the upper right corner.
  3. In theNew WorkflowCreate a workflow rule as follows:
    • Contact information- Tickets
    • Enter AName of rule
    • Implemented in- Create
    • Rules and standards- Status off & channel phone
    • In theIII. ActionMenu, click the icon to addNews & events
    • In theNews & eventsWindow, SelectEmail TemplatesCustomer Happiness Ratings
    • News & eventsContact information, CheckContact informationOptions
    • HitsPreservation
  4. HitsPreservationOn the new workflow page.
This workflow rule triggers an email with a rating link when you close your ticket.

Chat Ratings

Visitors can rate their chat experience as good or bad. Chat feedback from customers will help you improve your chat support channels. You can also find the most successful agents in providing high-quality chat support.

By default, chat support-enabled departments will display rating options at the end of the chat session.

Disable Happiness Ratings

You can disable happiness rating questions sent to customers at any time.
To disable ratings:
  1. more>>Contact informationArticle 51 (__email0__) >Contact informationContact Us:Customer happinessIf you wish to object to the processing set out under C-f, please view it in your account.
  2. In theCustomer happinessPage, clickContact Us:At the top of the page.
You have now disabled the Zoho Desk Happiness Rating.

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