Why did my Zendesk satisfaction score drop?
The Zendesk help pages give 4 common reasons. The first to rule out: The score is the share of rated surveys marked good, so it counts only tickets that were rated.
What causes it?
The score is the share of rated surveys marked good, so it counts only tickets that were rated.
In the Zendesk help:
The percentage of satisfaction surveys rated good.
Metrics and attributes for Zendesk Support, read 2026-11-12.For email ratings, each ticket is rated on its own, so one unhappy customer with several tickets can leave several bad ratings.
In the Zendesk help:
Satisfaction ratings are per ticket, not per customer.
About the CSAT (Customer Satisfaction) user experience for email and messaging, read 2026-11-12.Email rating requests stay open for weeks by default, so ratings for older tickets can still arrive.
In the Zendesk help:
They have 28 days, by default, to respond to this request.
About the CSAT (Customer Satisfaction) user experience for email and messaging, read 2026-11-12.Which numbers count as good or bad depends on the rating scale you set, so a scale change can shift the score.
In the Zendesk help:
The responses for good and bad are mapped to the configured numerical rating scales for the CSAT.
Viewing your CSAT (customer satisfaction) score and ratings, read 2026-11-12.
How do I check it myself?
Open the badly rated tickets to see what they have in common.
In the Zendesk help:
You can view the CSAT rating for an individual ticket in the ticket itself.
Viewing your CSAT (customer satisfaction) score and ratings, read 2026-11-12.Check the count of bad-rated tickets beside the count of rated tickets for the same days.
In the Zendesk help:
The number of tickets with a bad satisfaction rating.
Metrics and attributes for Zendesk Support, read 2026-11-12.
How does Zendesk work with Feder?
- Connect Zendesk to Feder and it joins your Experience apps.
- When you connect Zendesk, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Zendesk, one of your Experience apps. Feder only reads. It never changes anything in Zendesk.
What else goes wrong with these numbers?
- Why did my Zendesk first reply time jump?Zendesk
- Why did my Zendesk solved ticket count change?Zendesk
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Zendesk help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.