Advanced Jira customer satisfaction (CSAT) surveys that stay close to the resolved request
Jira Service Management CSAT gives teams a useful starting point: a 1-5 star rating and a comment.
But for many support teams, that is not enough to understand what actually happened behind the request.
A score can tell you that the customer was satisfied or frustrated.
It does not always explain why.
That is where a more structured feedback flow can help.
With AdaptiveSurvey, JSM teams can collect richer customer satisfaction feedback using:
- 1-10 satisfaction ratings
- Experience Indicators
- Question Ratings
- Customer comments
- Customer-reported Lost Time
This gives teams more context behind every resolved request.
Instead of only seeing a rating, teams can understand whether the issue was fully resolved, whether communication was clear, whether the response was fast enough, or whether the customer lost working time because of the request.
And the feedback form stays close to the resolved Jira Service Management request.
That matters.
Most customers check the final response before deciding whether the issue is done. If the feedback form is visible there, the experience is still fresh and the customer does not need to open a separate third-party survey tool.
If you also want to send a reminder, Jira Automation can be used to send a customized email or Slack message based on your own rules. You can match the wording to your company language, choose whether to send it immediately after resolution or after a delay, and control exactly which requests should receive it.
Less friction usually means a better chance of getting a response.
All feedback data is then available in a single dashboard inside Jira.
Teams can track CSAT, response rate, score distribution, feedback trends, Experience Indicators, Question Ratings, comments, Lost Time, and agent-level performance.
Forms can also be adjusted per project, so each Jira Service Management team can control the wording, questions, rating style, indicators, labels, targets, and Lost Time settings based on how they work.
Lost Time is especially useful because it shows something SLA metrics often miss.
SLA can tell you whether the request was resolved on time.
Lost Time helps show how much impact the request had on the customer before it was resolved.
AdaptiveSurvey also includes an agent view, so managers can see top performers, compare satisfaction by agent, and identify where specific coaching or process improvements may be needed.
The setup is simple too.
You do not need long onboarding calls, complex external setup, or a disconnected survey platform. A JSM team can set up AdaptiveSurvey in under 20 minutes and start collecting more actionable CSAT feedback directly in Jira Service Management.
AdaptiveSurvey is built with Atlassian Forge and has the Runs on Atlassian badge, so feedback data stays inside your Atlassian environment.
For teams looking for a secure, native-feeling CSAT survey app for Jira Service Management, AdaptiveSurvey is one of the strongest Runs on Atlassian options on the Atlassian Marketplace.
AdaptiveSurvey is listed on the Atlassian Marketplace
Watch the demo: https://www.youtube.com/watch?v=0Q65shxdF58
Documentation: https://docs.kinline.net/adaptive-survey/