CSAT Survey Response Increase

[Andy Fraser _contractor_]

Does anyone have any advice on improving the response rate for the CSAT survey? Our current response rate is 7% but I've been tasked to raise it to at least 50%! 

Is it possible to send reminders for example?

Happy to consider 3rd party solutions.

[Marc -Devoteam- · Accepted solution]

HI @Andy Fraser _contractor_ 

Not ootb.

You could create an automation, see this article: https://confluence.atlassian.com/automationkb/how-to-send-csat-link-to-customer-using-custom-notification-via-automation-when-default-request-resolved-customer-notification-disabled-in-jira-service-management-cloud-1086405958.html 

Or you need to see if marketplace CSAT apps are able to provide your goal.

But still you're depended on your audience, if they don't provide feedback your response rate won't go up.

[Bálint Berente]

7% is on the low end. Most JSM teams see 8-15% on the default setup. A few things actually move the needle:

- Timing: Check that the survey notification fires immediately on resolution, not with a delay. Response rates drop sharply after a few hours.

- Channel: JSM CSAT emails often land in promotions tabs. Embedding the rating link in a portal comment on the resolved ticket gets better results, as the customer is already in context.

- Reminders: No native option, but you can approximate one with an Automation rule that re-sends the portal notification if the satisfaction field is still empty 48 hours post-resolution.

If you want proper follow-up logic without building it yourself, Myra handles this natively via Forge.

[Marc -Devoteam-]

Hi @Bálint Berente 

Adding to posts older than 6 months is called "necroposting" and is discouraged through the Community Guidelines.

https://community.atlassian.com/forums/custom/page/page-id/rules-of-engagement

Additionally is the product you mentioned able to integrate with Jira?

• If not then what purpose is served by mentioning it here?
• Do you work for that company?
  If so you are required by the community guidelines to disclose that!

[Bálint Berente]

Hi @Marc -Devoteam-  thanks for the note. Myra runs natively inside Jira/JSM, so yes, it integrates with Jira by design. I do work on it and include a disclosure in every post. I'll make sure future posts make the Jira integration clearer upfront. On the thread age: noted, will keep to threads under 6 months going forward.