How do you encourage your users to provide survey responses?

[Mathew Lederman]

For our enterprise service desk we are always looking for feedback and surveys from users. Unfortunately, the email that goes out requires multiple clicks and most users don't take the time to leave a survey let alone any comments.

Does anybody have a way to get better feedback? Native functionality, plug-ins, etc. Just looking for ideas at this point.

[Christopher Yen]

Hi @Mathew Lederman 

We're using the native functionality CSAT score, the 1-5 star response. It asks the customer for a response on every incident and service request resolution, and since we have JSM integrated with Slack it makes it easy for them to respond in either slack or email. With it being as easy as it gets, just 1 click on the star response in a Slack notification we get about a 9% response rate. It doesn't collect comments but we usually will take a look at the work item history of low responses to see what happened and what we can improve.