From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation

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Measuring customer satisfaction

Measuring customer satisfaction - Jira Tutorial

From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation

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Measuring customer satisfaction

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- Now let's check out the customer satisfaction feature, so users can provide feedback and leadership can measure sentiment. JSM comes with a built-in customer satisfaction, or CSAT, survey. It provides a simple scoring mechanism. There's not much to customize, but here's how it works. When a request is resolved, a quick one-question survey is emailed to the customer. The user can choose their response directly in the email message. After the user clicks a response, a browser window opens to collect any additional feedback. If a comment is submitted, it appears in a dedicated project-specific report. None of the survey data displays in the Jira issue or JSM request. This feature only has two configurable options. First, you can turn the entire survey on or off for each service project. On is the default. Second, you can change the question asked. Edit the question by clicking on it.

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