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What are customer satisfaction (CSAT) surveys ?

Customer satisfaction (CSAT) surveys help you measure how satisfied your customers are with their experience and to improve service levels. 

Jira Service Management provides a simple mechanism to collect customer feedback. When an issue is resolved, 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 has chat set up in Slack, requesters can also submit feedback directly in Slack.

Turning CSAT surveys on and off

When you create a new service project, customer satisfaction surveys are turned on by default. Project administrators can turn customer feedback on or off for a service project:

  1. From your service project, go to Project settings > Satisfaction settings.

  2. Turn on Collect customer satisfaction feedback.

  3. Select the survey question to edit it.

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 issue 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.


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