There are two potential solutions that decrease the risk of false-negative ratings at the cost of ease of use for the end-user.
This is not without a tradeoff because there is no verification in place to prevent automatic responses from registering as negative reviews. The CSAT survey was designed to help garner the most results. Since customer satisfaction (CSAT) ratings store the last rating link clicked, a script that clicks every link will register as a bad satisfaction response. These programs open links in the email to verify they are not malicious. 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.
When I followed up with the customer they said they never even opened the survey email or did not click a bad response.
I received a bad satisfaction survey response.
