JSM - Better reporting on Satification?

[Danielle David]

Hi,

besides the report option for Satisfaction, which is just plain and basis. and just a list you cant even export.

Is there a better way to report of satisfaction, example by agent group, by rating, by comment?

[Rilwan Ahmed]

Hi @Danielle David ,

To track more trends in customer satisfaction, you can set up custom reports. i.e. 

• Report based on issue types

• Report based on the type of service request

• Report comparing the satisfaction scores of an agent with their team

This is described in https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-track-customer-feedback-trends/

Hope this helps you. 

[Hannes Obweger - JXL for Jira]

Hi @Danielle David

if you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a range of so-called smart columns that aren’t natively available, including the satisfaction rating and the satisfaction comments, among many others.

This is how it looks in action:

As you can see above, you can easily sort and filter by the satisfaction columns, and also use them across JXL's many advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting. With these, you should be able to build your reports in just a couple of clicks.

Once you've set up your reports, you can work on your issues directly in JXL, trigger various operations in Jira, or export to e.g. Excel with just one click.

Any questions just let me know,

Best,

Hannes

[Danut M _StonikByte_]

Hi @Danielle David,

You can see the average Customer Satisfaction Score (CSAT) by using our Great Gadgets app. One of the many dashboard gadgets that this app offers, is the Issue Filter Formula gadget that allows calculating the CSAT metric and display it as a number or on a 5-star scale like this:

It is based on a filter, so you can add gadgets for tracking CSAT at global level, team level or individual level.

With this app you can calculate many other metrics that are ITSM / service desk specific. For more details, see our blog post: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. 

I hope this helps. 

Thank you,

Danut M.