🎁 JSM Advent Calendar - Day 19: Customer Satisfaction (The Nice List Feedback)

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We’ve handled the emergencies (Day 18). Now we have to ask the scary question: Did we actually do a good job?

The Scenario:

Santa delivers the toys on time. Mission accomplished, right? Not necessarily. If he delivers a loud drum set to a quiet library, he "met the deadline," but he failed the customer. He needs to know if the recipient is actually happy, not just that the package arrived.

The HR Reality:

In HR and IT, we obsess over "Time to Resolution." We pat ourselves on the back for closing a ticket in 10 minutes (Green SLA!). But...

• Maybe the answer was technically correct but the tone was rude.

• Maybe you followed the policy, but the policy is confusing.

• Maybe the employee felt rushed. A closed ticket does not equal a happy employee.

The JSM Solution:

CSAT (Customer Satisfaction) Surveys. JSM has this built-in. No external tools needed.

• The Trigger: When a ticket is resolved, JSM automatically emails a simple survey: "How was your experience?"

• The Format: A simple 5-star rating and a comment box. Keep it frictionless.

🎁 Tip of the Day:

Don't ignore the 1-Star Ratings. Set up an Automation Rule:

• IF Satisfaction Rating < 3 Stars... (you can use JQL to do it!)

• THEN Re-open the ticket, flag it for "Manager Review," and post a comment to the team. Turn a negative experience into a "Service Recovery" moment. Calling an employee immediately after a bad rating to say "I'm sorry, let's fix this" builds massive loyalty.

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❄️ Let’s chat: We all hate "Survey Fatigue." 📉 What is your secret to getting people to actually answer your satisfaction surveys? Is it keeping them short, or offering bribes?