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Customer Satisfaction Survey - low response rate

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. 

1 answer

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1 vote
Answer accepted
Brant Schroeder Community Leader Dec 17, 2020

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.

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