Cx MOMENTS can calculate and display satisfaction metrics for Zendesk Support, Freshdesk, Zendesk Chat/Zopim, Intercom, Zoho Desk and Salesforce, by using the results of their respective satisfaction surveys.
We calculate Satisfaction as an average across tickets as follows:
Zendesk Support and Zopim/Zendesk Chat: you neeed to have have activated Zendesk's Satisfaction surveys . Cx MOMENTS calculates a satisfaction score in % for the tickets belonging to the same segment, as follows:
satisfaction score = (number of tickets with a "Good" rating)/(number of tickets with "Good" + number of tickets with "Bad")
Note: in this calculation we ignore tickets that have no rating.
Freshdesk: assuming you have set-up Freshdesk Customer Satisfaction Surveys, we will calculate the satisfaction as
Satisfaction score = (number of tickets with positive ratings)/)total number of tickets with a rating)
Intercom: Intercom conversation rating returns a score of 0-5, which we average across tickets to produce our satisfaction score.
When Satisfaction metrics are available, Cx MOMENTS will display them as follows:
Alongside Volume in the topics DASHBOARD:
As a trend next to the volume trend in drill-down mode (this is when you click on a topic to explore it)
