Summary
Introduction
When analyzing customer satisfaction data, you may notice discrepancies between the total number of surveys reported in the CSAT Details report and the CNV (Conversion Rate) report. These differences are expected because each report has a different purpose.
The CNV report aims to understand the conversion rate of surveys sent within a specific timeframe by analyzing the number of tickets closed. This analysis will be based on the tickets closed during that period.
In contrast, the CSAT Details report focuses on the number of total surveys received within a specific timeframe, independent of the number of tickets closed.
The differences can be attributed to several key factors related to the timing of ticket closures, survey types, and report configurations. This article explains these factors to help you understand the reason behind the differences.
Explaining the Differences
Timing of Ticket Closures vs. Survey
The primary reason for differences between the two reports is the timing mismatch between when a ticket is closed and when a survey is received.
- CNV Report: This report includes data based on the closure date and time of tickets. If you are viewing the CNV report for the past 30 days, it will include all tickets that were closed within this period and the surveys associated with those closures.
- CSAT Details Report: This report includes all surveys received within the selected timeframe, regardless of when the associated ticket was closed.
Therefore, if a ticket is closed on a particular date, but the survey response comes in a few days later, the CNV report (which focuses on closure dates) and the CSAT Details report (which focuses on survey receipt dates) will not align perfectly.
Survey Types Included in Reports
Another factor contributing to the discrepancies is the type of surveys included in each report.
- CNV Report: This report typically focuses on resolved ticket surveys, meaning it only includes surveys generated from tickets that were marked as resolved.
- CSAT Details Report: This report, on the other hand, includes all types of surveys, not just those from resolved tickets. This means it can contain additional survey responses that the CNV report does not account for.
Configuration of Ticket Boards
The third key factor involves the configuration settings related to ticket boards.
- CNV Report: This report will only include data from surveys if the tickets associated with those surveys belong to the boards selected in the settings. Specifically, in Settings > Surveys > CSAT, you have an option to choose which ticket boards to include.
- CSAT Details Report: This report combines all survey data (reply, signature and resolved type) without filtering based on specific ticket boards.
Recap
To summarize, the discrepancies between the CSAT Details report and the CNV report are due to:
- Differences in the timing of ticket closures and survey receipts.
- Inclusion of different types of surveys (resolved vs. all surveys).
- Specific board configurations in the CNV report settings.
By understanding these distinctions, you can better interpret your customer satisfaction data and ensure you are comparing reports accurately. For the most precise analysis, always consider the context and configuration settings of each report.
Example
This ticket number was closed on April 10, and had a survey registered on April 11. It shows up when you look for it in the CNV report with a timeframe until April 10, but it will not show up in the CSAT Details report:
CNV Report
CSAT Details Report
If you extend the timeframe to April 11 in the CSAT Details report, there is the ticket, since that's when its survey was answered:
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