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Customer satisfaction is one of the most important customer experience metrics. However, it’s rarely measured only once or solely in one place. Now, one of the ways to measure customer satisfaction is by analyzing customer feedback.
If you choose a good survey tool that will let you measure it at different stages of the customer journey and combine that with your favorite customer service tool for deeper insights, you may just hit the jackpot.
Zendesk, used by over 100,000 customers globally, is one of the most popular customer service software.
And if you’re looking to run a customer satisfaction survey (CSAT) and have that data flow into Zendesk, you’re in the right place. Today, we’ll show you the very best CSAT survey tools for Zendesk.
1. Survicate
Survicate is a customer feedback platform that supports various types of surveys, from web to mobile to in-product, all easy to set up across the whole customer journey.
Now, CSAT is just one of many surveys that you can run in Survicate. Moreover, the tool comes with hundreds of ready-made templates you can grab from the library, including:
Creating a new survey is as easy as choosing a template and making a few edits, using an AI builder for even quicker results, or working on one from scratch using an intuitive builder.
Following creating a survey, Survicate gives us a multitude of options to analyze the results, from using the graph-based results dashboards to even AI tools that analyze the results automatically for us.
When it comes to the Zendesk integration with Survicate specifically, it is effortless to set up. There's no need for APIs, webhooks, or Zapier. In fact, Survicate offers numerous one-click integrations.
Now, combining Survicate and Zendesk, you can send CSAT surveys to your customer database easier than ever before. Once you integrate the tools, you can use Survicate to include surveys in your Zendesk automations and triggers.
As survey responses come in, they are automatically added to the right Zendesk tickets. You’ll also be able to see which email the response came from, as well as the name of the agent the customer interacted with. This way, you can easily analyze your customer experience and see which agents deliver stellar work and which need some more training.
When the survey results come in, your Zendesk tickets get updated in real time. You can choose whether the ticket is updated when a survey is complete or when the customer meets certain conditions. You can also immediately update the ticket priority in case the CSAT score is low, so it gets escalated quickly.
Survicate offers a 10-day free trial that comes with all of the Best plan features, including 30+ native integrations, an AI survey template library, Insights Hub, and Research Assistant.
2. Mopinion
Mopinion self-labels as a feedback software. You can use it to run surveys on mobile, websites, your apps, or via email. It also supports a wide range of surveys, including CSAT, NPS, CES, and Goal Completion Rate.
However, the Zendesk integration with Mopinion is rather basic. It only goes one way (from Mopinion to Zendesk) and lets you send survey data to Zendesk’s contact information and create tickets.
For example, if a customer gave you a low CSAT score, you can add the information from the survey to the Zendesk contact.
Moreover, the integration with Zendesk in Mopinion is not a native one. You have to use Zapier and webhooks to make the connection between the tools work.
The integration is available on all plans; however, the cheapest plan is $329 per month. In short, it’s a big price tag for a few basic Zendesk support features.
3. Retently [formerly: Promoter.io]
Retently might be the right survey builder for e-commerce store owners as it caters to this audience. More specifically, it integrates well with BigCommerce and Shopify, allowing you to run CSAT, NPS, and other survey types. Distributing is also easy through the website, SMS, and email.
Relently allows you to integrate with Zendesk by adding a Reletnly webhook link as a Zendesk Trigger or Automation.
With it, you can automatically send out surveys when contacts match specific events you set, but this is pretty much it when it comes to the Zendesk connectivity. Needless to say, this is not comparable to some other tools on this list.
Paid plans start at $50 per month, and the integration with Zendesk is available in each subscription.
4. GetFeedback
Need a good customer experience platform with real-time alerts? GetFeedback can help. Thanks to its selection of surveys (including CSAT and NPS), you can get timely feedback from your customers and react when it matters.
When it comes to the Zendesk integration, GetFeedback explains in detail how it works and, more importantly, how to connect the two tools in just a few steps. In truth, it’s actually quite a few steps to get everything set up properly.
The integration allows you to send surveys automatically once a ticket status changes in Zendesk, create tickets based on web responses, or update the contact details based on received feedback.
Unfortunately, pricing is not available on the website, so you’ll have to get in touch with sales to find out how much GetFeedback will cost you. It’s also not clear which plans support the Zendesk integration.
5. SoGoSurvey (within SogoLytics)
A comprehensive solution for creating, distributing, and analyzing surveys and their results, SoGoSurvey is the choice of many enterprise users looking for reliable survey software. It’s a part of the overall SoGoLytics software suite built for optimizing and measuring customer and employee experience and feedback.
However, the tool’s Zendesk integration is a bit underwhelming. Like most enterprise tools on the list, SoGoSurvey only integrates with Zendesk through Zapier, adding extra cost and complexities.
Moreover, the integration only lets you create new tickets in Zendesk based on SoGoSurvey results, which is a bit of a letdown.
Since the integration comes through Zapier, you can use it in the cheapest SoGoSurvey plan at $25 monthly and gives you the basic survey builder functionalities.
6. SurveyLab
SurveyLab is an online survey tool and questionnaire software. With SurveyLab, you can create on-brand, multi-device surveys pretty easily, thanks to its built-in survey editor.
The Zendesk integration is pretty solid, too. As it’s native, all you have to do is connect the two tools with a few clicks, and you’re ready to go.
The integration allows you to send surveys automatically to different customer segments in Zendesk. You can also automatically create Zendesk tickets based on survey responses from SurveyLab. When customer responses arrive, you can tag them with the ticket ID, username and other information.
SurveyLab doesn’t seem expensive for the basic use, the cheapest plan is $49 per month and it gives you up to 1,000 responses. But the Zendesk integration requires spending a bit more, going for either the Professional plan for $249 per month or even the Enterprise plan, which is a custom-priced option.
7. ZohoSurvey
If you’re already in the massive Zoho CRM ecosystem, using ZohoSurvey to create surveys is a logical choice.
Moreover, ZohoSurvey has a native integration with Zendesk, so no third-party tools are required.
The bulk of the integration is focused on combining the data from the two tools for better and more integrated mailing campaigns. You can send out surveys to your event attendees, reminders, and email invites. That’s as far as the integration goes.
The cheapest ZohoSurvey plan is just $8 per month, and it includes the Zendesk integration. While it may not be the most comprehensive integration, it’s reasonably cheap, and it works really well if you’re already using other Zoho tools.
8. Alchemer (formerly SurveyGizmo)
If you consider yourself an enterprise business that has “outgrown SurveyMonkey”, Alchemer could be a good option to meet your survey needs.
As for Zendesk, the integration in this case works both ways. You can either use the information you have in Zapier for the surveys and email campaigns you create in Alchemer or use the feedback and data from Alchemer to update contact details and ticket records in Zendesk.
What may be a downfall to some is the fact that the Zendesk integration is available as an add-on, which cost is not entirely transparent. To learn how much connecting both tools will cost you, you'll have to reach out to Alchemer's sales team.
So keep in mind that you'd have to count in additional costs on top of the Alchemer subscription if you want to connect it with Zendesk.
9. Wufoo
Versatility is always a good thing, and with Wufoo that’s exactly what you get. Similar to Typeform or Jotform, this is more of a general form builder that happens to have surveys included in its offer. Besides surveys, you can create all types of forms (complaint, referral, and membership cancellation, among others).
Now, for the thing we all came here for: Zendesk. Unfortunately, yet again, you can only access the Zendesk integration through Zapier, which basically means adding an extra cost.
The integration itself allows you to create or update Zendesk tickets based on Wufoo form entries, but also the other way round, create Wufoo entries based on Zendesk tickets.
On the flip side, Wufoo is not expensive and at just $14 per month. A free plan is also available, but the free plan won't give you access to using Zapier to connect Zendesk.
Best Zendesk CSAT survey tool: Survicate
The Customer Satisfaction Score is a crucial metric for measuring the health of your business. When choosing a CSAT survey tool for Zendesk, you need to make sure it's easy to set up, has a native integration, and works in both directions.
With Survicate, you can run unlimited CSAT surveys via Zendesk Support Suite and include them in Zendesk automations and triggers. You’ll also be able to get automatically update and create tickets based on survey responses, as well as connect Zendesk feedback data into Survicate's Insights Hub for AI analysis and categorization.
With a 10-day trial, you can properly test out all the possibilities of connecting Survicate and Zendesk. Sign up today!
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