I’m having a hard time understanding the logic behind the surveys, which has led me to calculate them manually instead of relying on Freshdesk reports. Freshdesk told me that when a survey has multiple questions, only the first one is used in their calculation. That does not give an accurate view of how the agent performed with the customer.
Our surveys are four questions total, with the following answers below (which I’m adding a point value to for this purpose) If there are 4 questions and each has 5 possible options, it should be weighted to reflect that.
Extremely satisfied= 5 points
Mostly satisfied= 4 points
Neither satisfied nor dissatisfied= 3 points
Mostly dissatisfied= 2 points
Extremely dissatisfied= 1 point
The total possible points should be based on how many questions the customer answers. If they respond to all four, the total possible is 20. If they only answer three, it should be 15 etc.
Example:
Question 1- Extremely satisfied (5)
Question 2- Extremely dissatisfied (1)
Question 3- Extremely dissatisfied (1)
Question 4- Extremely dissatisfied (1)
In the above example, all questions were answered, so the total possible score was 20 points. The survey received 8 points, which should reflect a 40 percent rating. However, Freshdesk only looks at the first question, so it shows the employee with a 100 percent rating even though the customer clearly was not fully satisfied. How does that make sense?
