How to increase customer feedback response

Beata Azorowicz

Hello,

I would love to increase response (Customer feedback) we are currently getting from customers. 

We are getting around 200 incidents closed every week, but only up to 5% of customers leave us a feedback.

We have tried emailing them or encouraging over the phone.

Can we utilise Jira in order to help with the increase?

Thank you so much!

B

Angélica Luz

Hello Beata and welcome to Atlassian Community!

Jira Service Desk has a satisfaction survey, it's very simple, but this survey is sent when a resolution is added to a ticket.

You can find more details on the documentation below:
- Collecting customer satisfaction (CSAT) feedback

We have some feature requests suggesting some changes to the survey, for example, to send the survey multiple times:

- https://jira.atlassian.com/browse/JSDCLOUD-4159
- https://jira.atlassian.com/browse/JSDCLOUD-6244
- https://jira.atlassian.com/browse/JSDCLOUD-5359
- https://jira.atlassian.com/browse/JSDCLOUD-4954

Please, click on vote and watch to receive updates about the features.
If you have any other question, please let us know.

Regards,
Angélica