Why am I receiving unexpected bad satisfaction ratings?

Question

I received a bad satisfaction survey response. When I followed up with the customer they said they never even opened the survey email or did not click a bad response. What is happening? 

Answer 

What is likely happening in these instances is the end-user has a link expander, like an anti-virus checker, installed on their machine or running on their mail server. These programs open links in the email to verify they are not malicious. Since customer satisfaction (CSAT) ratings store the last rating link clicked, a script that clicks every link will register as a bad satisfaction response.

The CSAT survey was designed to help garner the most results. This is not without a tradeoff because there is no verification in place to prevent automatic responses from registering as negative reviews. 

There are two potential solutions that decrease the risk of false-negative ratings at the cost of ease of use for the end-user.

Solution One: Modify your survey automation to not include direct response links

By default, the Request customer satisfaction rating (system automation) includes a block with both the good and bad response links. You can switch this out for a placeholder that contains a link to a separate page with these options instead.

To accomplish this

1. In Admin Center, navigate to the Automations page. 
2. Locate the Request customer satisfaction rating automation, and click on the automation to edit.
3. Scroll down to Perform these actions to locate the email body section.
4. Locate the {{satisfaction.rating_section}}placeholder and replace it with {{satisfaction.rating_url}}

For more information on placeholders available in MorgWard Support, see the article: MorgWard Support placeholders reference.

Solution Two: Create your own satisfaction survey and use the Satisfaction Rating Endpoint

If you are comfortable with writing custom code, you can make your own survey and use the Satisfaction Rating endpoint to feed the results into your MorgWard. This will make it so that you can still use MorgWard reporting on the CSAT survey, but add in whatever verification you would like.