Customer Satisfaction Survey - low response rate

[Brett Larson]

We get a very low response rate on our satisfaction surveys. Does anyone have a suggestion on either:

• How to improve the response rate?
• How to create/automate a follow-up email to the customers?

We really want to use this as a metric for our customer service desk effectiveness. Any help or comments would be appreciated. 

[Brant Schroeder · Accepted solution]

Brett,

  This is a challenge as Jira Service Managements customer satisfaction is very basic. There is no way to send additional prompts to the customer.  We have found by using a canned response when answer the customer letting them know that they will receive a survey and we appreciate their feedback our responses went up.