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Customer continually sends 1 star ratings - potential systems issue at their end?


We have a customer who comprises of two/three separate businesses and often we receive 1 star ratings from them, I've confirmed with them that they are not doing this intentionally and appears to have started from ~August 2020.

My only thought is is that they have software/systems within their environment that might probe the first URL, which is the 1 star rating URL, to see if it is legitimate or might attempt to provide a form of URL preview. Any one else come across something similar?


2 answers

We are having the same experience with multiple customers and cannot find a solution. This is frustrating not only us but customers as well, that don't want us to think they are not satisfied with our service. Would be great if Atlassian could provide us with some insight and how we can communicate to our customers, a way to avoid this if it is in fact happening on their end. OR if it is an @Atlassian bug, that it would get addressed quickly. :(

I am also seeing similar behavior of receiving low CSAT scores that were not sent it by customers. @Johnny Jenkins were you able to resolve this or find anything that helped discover the culprit of the issue?

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