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What are customer satisfaction surveys (CSATs)?

Measuring customer satisfaction can help you better understand your customers and improve service levels. 

Jira Service Management provides a simple mechanism to collect customer feedback. When an issue is resolved, an email is automatically dispatched to the customer. If customer satisfaction surveys (CSATs) 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 ticket was handled.

When you create a new service project, customer satisfaction surveys are enabled by default. You can turn them on or off in Project Settings > Satisfaction settings. This screen also displays a preview of the form that customers will see. If you like, you can edit the survey question by clicking on the existing text.

The results of the Customer Satisfaction Survey can be viewed in the satisfaction report.

Last modified on Jun 23, 2021
Cached at 2:48 AM on Oct 27, 2021 |

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