Give Your Customers Another Chance to Share Feedback

[#1]

I believe many would agree that feedback is an essential and valuable part of our work.

🟢Positive feedback gives us motivation, satisfaction, and the energy to keep going. It also reassures us that we’re on the right track and doing things well.

🟡On the other hand, less positive but constructive feedback helps us improve weaker areas and points us in the right direction. But just like positive feedback, it also provides motivation and purpose.

☝️That’s why feedback from our customers is just as important. Knowing how they perceive our service or product helps us guide our next steps and identify which areas are already strong and where there’s still room for improvement.

What does the typical feedback collection process look like?

• A follow-up message after a resolved request: “How would you rate our service?”

• A separate email is sent after each ticket is closed

• Customer Satisfaction surveys in Jira

The problem?

• Customers often don’t have time or ignore messages like “Rate our service.”

• Limited customization options in the standard Customer Satisfaction

What else can we do?

💡Add a feedback form on the request details view using Actions for JSM by Deviniti:

What does this give us?

• An additional space to collect feedback

• The ability to choose on which transitions the form should appear, or to display it throughout the entire request lifecycle

• Extra customization options, such as setting required fields, adding field help, or including specific fields that help us gather feedback in exactly the areas we care about:

The easier it is to share feedback, the more we can learn 👩‍🎓