Is Customer Reviews available in Jira service Management

[Aya AlJboor]

Can we enable "Customer Reviews" in jira; if no , which is the best plugin could do it.

[Dirk Ronsmans]

Hi @Aya AlJboor ,

What exactly do you mean with customer review?

If you mean the Customer Satisfaction, like a "how did we do?", yes that is available.

Within your JSM project you can just flick the switch and a mail will be sent out where a user can give a 5star based rating.

https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-customer-satisfaction-surveys-csat

[Aya AlJboor]

Hi @Dirk Ronsmans 

I meant by customer review; is to enable like a community place to let customers post their reviews and feedback about the organization services so others can access it to know more about the quality of the services .

Regarding the customer Satisfaction; I have a question: does it have NPS score?

Thanks in advance

[Dirk Ronsmans]

Hmm a space on your portal where your customers can leave public reviews is not something out of the box and I don't seem to find anything like that on the marketplace.

This is not really a use-case for Atlassian so I believe you might need to look elsewhere for that.

Same for the NPS score, the CSAT is more a tool for the provider to evaluate how well they are doing their job but those findings are not often shared publicly.

[Aya AlJboor]

Thanks @Dirk Ronsmans 

Just to clarify my understanding; do you mean the NPS score under the CSAT is could be available only for service provider not the customer? if yes, that what I want from the NPS but if no is there any app do that?

[Dirk Ronsmans]

Well I had to google NPS so I might be a bit out of my depth here :)

The build in CSAT mechanism is just a "simple" way for the provider to see whether they are doing ok. 

i did find a nice article about it tho from Atlassian, maybe this helps you? 

https://www.atlassian.com/agile/product-management/how-to-prioritize-features-using-net-promoter-scores

but it does seem there are some apps that work on it too 

https://marketplace.atlassian.com/search?query=nps

[Aya AlJboor]

Your help is much appreciated dear @Dirk Ronsmans