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  1. Jira Service Management Cloud
  2. JSDCLOUD-4534

Multiple question CSAT survey

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      The project administrator shall be able to create customized the CSAT surveys per Issue type. The customized survey shall include questions with different types of possible answers:

      • Score (from 1 to 5 stars)
      • Single choice menu ("Very satisfied", "Satisfied", "Not happy", "Hate it"...)
      • Multiple line comment box

      The project administrator shall be able to create reports that include the score and single choice replies. EazyBI shall import these values.

      Possible workaround: Use Forms

      A detailed article has been published on Community, which demonstrates how to use forms to have a multiple questio CSAT survey. It is available here: https://community.atlassian.com/t5/Jira-Service-Management-articles/Using-Forms-to-ask-multiple-questions-in-Satisfaction-surveys/ba-p/2297551

            [JSDCLOUD-4534] Multiple question CSAT survey

            Gemma Pelagio added a comment -

            +1

            Gemma Pelagio added a comment - +1

            John Michael Pangilinan added a comment -

            Need more CSAT survey in Jira

            John Michael Pangilinan added a comment - Need more CSAT survey in Jira

            Jourdan Morris added a comment -

            +1 

            Jourdan Morris added a comment - +1 

            Martin Palzer added a comment -

            +1

            Martin Palzer added a comment - +1

            Venkata added a comment -

            +1

            Venkata added a comment - +1

            Josh added a comment -

            Atlassian has this kind of functionality in the customer satisfaction surveys they send out after their own customer support team resolves an issue...

            Josh added a comment - Atlassian has this kind of functionality in the customer satisfaction surveys they send out after their own customer support team resolves an issue...

            Ian Brown added a comment -

            I don't understand why some sort of customizable feedback system is already a part of JSM. This is a CRITICALLY needed feature that already exists in the offerings of many competing solutions!

            Ian Brown added a comment - I don't understand why some sort of customizable feedback system is already a part of JSM. This is a CRITICALLY needed feature that already exists in the offerings of many competing solutions!

            Paul SANTUS added a comment -

            Being able to distinguish feedback based on those 3 questions is IMO a must-have

            1. Did we resolve your issue?
            2. Do you feel the Customer Service Representative had the appropriate knowledge and skills?
            3. Do you feel the Customer Service Representative was committed to bringing a solution to your case?

            Paul SANTUS added a comment - Being able to distinguish feedback based on those 3 questions is IMO a must-have Did we resolve your issue? Do you feel the Customer Service Representative had the appropriate knowledge and skills? Do you feel the Customer Service Representative was committed to bringing a solution to your case?

            David Harkins added a comment -

            Much needed in today's service management operations.

            How else can we improve our service offerings?

            Maybe, by not allowing suggestions to stagnate in "Gathering Interest" since it was raised in 2016!!

            David Harkins added a comment - Much needed in today's service management operations. How else can we improve our service offerings? Maybe, by not allowing suggestions to stagnate in "Gathering Interest" since it was raised in 2016!!

            tmitchell added a comment -

            +1 this feature would be so useful.

            tmitchell added a comment - +1 this feature would be so useful.

              a620038e6229 Jehan Gonsalkorale
              046ae2c1ce39 Jon Regueiro
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                Created:
                Updated: