About customer satisfaction (CSAT) surveys

顧客満足度 (CSAT) 調査は、顧客が自分の体験にどの程度満足しているかを測定して、サービス レベルを向上させるのに役立ちます。 

Jira Service Management provides a simple mechanism to collect customer feedback. When a work item is complete, an email is automatically sent to the customer. If customer satisfaction (CSAT) surveys are enabled for your service project, this email will include a form that allows customers to leave a rating and some written feedback about how their request was handled.

If your service project already has Chat set up in Slack, requesters can also submit feedback directly in Slack.

CSAT 調査のオンとオフを切り替える

新しいサービス プロジェクトを作成すると、顧客満足度調査が初期設定で有効になります。プロジェクト管理者は、サービス プロジェクトごとに顧客フィードバックのオンまたはオフを設定できます。

1. From your service project, select Project settings, then Request management, then Customer satisfaction.

2. [満足度 (CSAT) に関するフィードバックを収集] を有効化します。

3. 調査の質問を選択して編集します。

When you turn on customer feedback, your service project sends customers a quick survey when their request is resolved. They will see it in the resolved work item notification message they receive.

Customers can also leave optional feedback for the team. The results of the customer satisfaction (CSAT) surveys can be viewed in the satisfaction report.

Customer satisfaction (CSAT) surveys are triggered when the status of a work item moves to a Done status category, even if the resolution field is not set. To send surveys only when the resolution is set, you’ll need to adjust your workflow and customer notification settings.