what metrics would you use to evaluate zendesk's customer satisfaction survey feature?

Introduction

Evaluating Zendesk's customer satisfaction survey feature requires a comprehensive approach to product success metrics. This critical tool directly impacts customer experience and provides valuable insights for businesses using Zendesk. To address this product success metrics challenge effectively, I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

Zendesk's customer satisfaction survey feature is a key component of their customer service platform. It allows businesses to gather feedback from customers after support interactions, typically through email or chat. The feature enables customizable surveys, automated distribution, and analytics tools to interpret results.

Key stakeholders include:

1. Businesses using Zendesk (primary customers)
2. End-users responding to surveys
3. Customer support agents
4. Zendesk product team

User flow:

1. Support interaction concludes
2. Survey automatically sent to customer
3. Customer completes survey (or ignores)
4. Results captured and analyzed in Zendesk dashboard

This feature aligns with Zendesk's broader strategy of empowering businesses to improve customer relationships through data-driven insights. It competes with similar offerings from Salesforce Service Cloud and Freshdesk, differentiating through seamless integration with Zendesk's ecosystem.

Product Lifecycle Stage: Mature - the feature has been around for years but continues to evolve with new analytics capabilities and integration options.