topic Re: How can I get a CSAT or CES for a specific ticket interaction? in Customer Feedback Tool

How can I get a CSAT or CES for a specific ticket interaction?

JuanHilario_AVO — Thu, 29 Sep 2022 22:45:04 GMT

Hubspot allows you to send out surveys automatically to clients via the integrated CES survey after a ticket interaction. Still, I cannot use that option because it sends the survey after any ticket is closed (including internally used tickets) and it cannot be filtered down. You can also send CSAT, but it's an overall score of the client's sentiment/satisfaction with your company, not for a specific ticket interaction.

I'm trying to understand if clients are satisfied with a specific ticket and representative, that way I can give feedback to my reps based on how satisfied clients are with their service and how well a ticket was handled.

Is that possible?

Re: How can I get a CSAT or CES for a specific ticket interaction?

kvlschaefer — Fri, 30 Sep 2022 15:09:24 GMT

Hi @JuanHilario_AVO,

Thanks for reaching out! I'm not sure this is possible as other users are also requesting this feature in this idea here.

That being said though, I would like to invite our subject matter expertise experts to see if they have any ideas!

Hi @Jnix284, @jolle, @Bryantworks - Do you have any tips or workarounds for @JuanHilario_AVO?

Thank you!

Best,

Kristen

Re: How can I get a CSAT or CES for a specific ticket interaction?

Jnix284 — Fri, 30 Sep 2022 16:03:41 GMT

@JuanHilario_AVO You could export the submissions and use Excel, POWER BI, etc. to create reports until this is native in HubSpot.

Thanks @kvlschaefer for sharing the idea, I've upvoted and hope to see this improvement soon!

Re: How can I get a CSAT or CES for a specific ticket interaction?

AdamClarke — Fri, 22 Sep 2023 12:21:09 GMT

Can you elaborate on this idea more? How would you do this?

Re: How can I get a CSAT or CES for a specific ticket interaction?

Jnix284 — Fri, 22 Sep 2023 21:23:06 GMT

Hi @AdamClarke, no problem, happy to elaborate.

To start, you will export your data from HubSpot:

To export customer feedback survey data:

In your HubSpot account, navigate to Service > Feedback Surveys.
Click the name of your survey.
On the Responses tab, click Export submissions in the upper right.

In the dialog box, click the File format dropdown menu and select the format of the export file.
Once the export is processed, you'll receive a download link through email and in your notification center.

Once you have the exported data, you can import it into your preferred software (Excel, Google Sheets, Power BI) where you can further manipulate the data by creating pivot tables, reports, etc.

Re: How can I get a CSAT or CES for a specific ticket interaction?

AdamClarke — Fri, 06 Oct 2023 11:43:05 GMT

Thank you. I appreciate you explaining it.

Re: How can I get a CSAT or CES for a specific ticket interaction?

Jnix284 — Fri, 06 Oct 2023 14:51:10 GMT

You're welcome @AdamClarke, I hope you were able to get the data you needed!