Satisfaction Reason
Also known as: CSAT Reason, Bad Rating Reason, Dissatisfaction Reason
Satisfaction Reason is the category a customer selects to explain a negative satisfaction rating in Zendesk. When satisfaction reasons are enabled, a bad rating triggers a follow-up question with a short list of causes — the issue took too long, the issue was not resolved, agent knowledge, agent attitude, or another reason.
Why Satisfaction Reason Matters
CSAT tells you that a customer was unhappy; the reason tells you which team owns the fix. A score dragged down by “took too long” is a speed and staffing problem, while one dominated by “not resolved” is a quality and knowledge problem. The two lead to opposite remediation plans.
How to Calculate
Bad ratings with a given reason / Total bad ratings with any reason selected × 100
Report reasons as a share of bad ratings, not of all surveys — reasons are only collected on negative ratings.
In TicketBoard
TicketBoard helps you track satisfaction drivers and related metrics from your Zendesk data. Connect your account for instant visibility.