We’ve noticed a sudden uptick in CSAT survey responses and looking for possible reasons why. Has anyone else seen an uptick in June? I noticed there was an update to the the Survey feature in May, and after reading through it, I can’t see why it would result in more completed surveys unless it resolved an issue with visibility to it when customers received the email that there ticket was resolved.
We have experienced a sudden uptick in survey responses as well. I have entered a ticket with Freshservice to see if there is a reason this has happened (a release of some sort or an anomoly)
Check the ‘Triggers’ for your Survey(s) that are in use. We found that the Additional Setting check box to ‘Send survey email after every 5 tickets from requester had become unchecked after the update of the Survey Model May 31/June1 resulting in the uptick in survey responses.
Hope this helps.
We noticed this as well. It looks like (at least for us) on June 10th, surveys started being a separate e-mail, not a button/link in the ticket closed e-mail. We think this is what is contributing to the increase in responses (and complaints about the number of e-mails people are receiving).
Thank you all. I too noticed that a separate email is being sent for surveys after 6/1 and bet that is why we are getting more responses.
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