Customer Satisfaction Survey

[Kristin Lyons]

We are looking to create our own Customer Satisfaction Survey (that will get better feedback than the standard one included in Service Desk) using the tools we already have including Microsoft Forms and Automation for Jira.  One thought using Automation is to have an email sent to the customer after a ticket is closed asking for feedback, which would be responded via email and added as a comment to the ticket.  However there would be no great way to create a report with that data.  Another tool we have is Microsoft Forms which works great but it does not have a way to link the Jira ticket to the form other than asking the customer to input their Jira ticket.

I've seen the plugin Surveys for Jira which we may try out, but other than that does anyone have any recommendations of ways to use Automation or Microsoft Forms to create our own survey?

[Andrian F]

@Kristin Lyons I know this is an old post. But thought i'd share below incase if anyone else is interested.

You can use google forms and the "Request resolved" customer notification to send an external survey link. As you mentioned the tricky part is linking the Jira ticket to the survey.

With google forms "pre-filled links" you can easily pre populate the Jira ticket key into the survey when the customer clicks on it. Check this post here if you are interested in finding out more.

Thanks

[Simon H]

Hi @Kristin Lyons, you might like to look at ProForma (or ProForma Lite, which is free) as it can handle survey forms. It allows you to build forms in a Confluence-like editor and these forms can be automatically added to an issue on a workflow transition, for instance when the issue is marked done. The forms are also attached to the issue and stored within Jira, which can make reporting easier.

For customers the forms are filled out via the portal, so you would need to use something like Automation for Jira (or the inbuilt notification feature in JSD) to send an email telling the form is there to complete. 

Hopefully this might help.

Regards,

Simon