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Jira CSAT Surveys

Andy Rosengard_zty8zx

As a Service Management SME, I want to create a Customer Satisfaction Survey for customers once an incident or service request is completed. I need it to be four questions with each question being on a 1-5 scale (poor, fair, average, good, very good). How would I go about doing this? There seems to be only one question, however that does not create the necessary data points for how to review my Team's performance for improvements.

Appreciate any help.

Regards

Andy Rosengard. PMP

Comments

trthomas

I don't believe this is native to JSM and you would have to purchase an add-on.

JSM just provides the 1 question capability.

Andy Rosengard_zty8zx

What add-on what I need? I believe there is a Survey Monkey add-on and I saw something in Trello. If anyone is using something else, I would love to hear about it. This is part of my setting up a service desk and I want to be able to capture multiple data points,

trthomas

@Andy Rosengard There are several survey add-ons available at the Atlassian Marketplace.

Jira Service Management apps | Atlassian Marketplace

I am also looking into setting up a more comprehensive survey and am busy checking out what is available. I'll report back here on what I find out.

Matthew Chapman_q99b9o

Hi Andy, you can look at using a custom field like Select List (single choice), and add the rating values you want.

For a 'standard' approach, maybe look at JIRA settings > Issues > Custom Fields > create one that suits your needs. See if Change Type provides the kind of function you want. You can use Contexts field to see what options are there.

If this does do what you want, then add a custom field for ratings and add the drop-down values 1-5. You can setup multiple fields if you need, I use a lot of custom fields for various reasons and they're pretty helpful.

Here is another is a standard feature in each project settings, basic customer satisfaction question, haven't used it before/not sure if it accommodates multiple questions:

https://community.atlassian.com/t5/Jira-Service-Management/How-to-create-the-customer-feedback-form/qaq-p/1349938

If you want something off the shelf/add-on, you can look at marketplace and something like:

https://marketplace.atlassian.com/apps/1215212/customer-satisfaction-survey-for-jira?tab=overview

Wilmer Medina (ServiceRocket)

Hi @Andy Rosengard , I think the best way to get all the data points you need is by getting an add-on from the ATL Marketplace. Could you please describe your use case in detail? I have some experience evaluating survey add-ons and might help

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