Customer Satisfaction
Customer Satisfaction is an essential gauge for understanding how users perceive the quality and effectiveness of your service. We measure this through two pivotal survey types: the Net Promoter Score (NPS) and the Customer Satisfaction Score (CSAT).
How is the category score computed?
The 'Customer Satisfaction' category score is computed by taking the average of all survey scores of requests created during a given period. What does it mean?
If a survey has received more answer than another one, it will weight more in the category score
Survey scores are posted on the request creation date: if a request is created on May 1st, NPS survey is triggered on May 4th, and answered on May 5th, satisfaction score will be stored on May 1st.
Indicators you’ll find here:
CSAT
CSAT measures the satisfaction of customers with a service they received. The score is on a scale of 1 to 5 and is retrieved from Jira Service Management embed survey solution.
How does the CSAT affect scoring ?
Contribution of CSAT to global scoring is proportional and linear. The higher the rating received, the greater the impact on the overall score.
The more answers on your CSAT surveys, the bigger the weight in the category score.
👉 This indicator is only available if you have created a satisfaction survey on JSM, check here for additional info.
NPS
Net Promoter Score reflects the likelihood of your service desk customers of recommending your service to others. The score is calculated based on responses on a scale of 1 to 10.
How does the NPS affect scoring ?
It is calculated by asking customers a single question: "On a scale of 1 to 10, how likely are you to recommend our service to someone like you?" (this question is customizable). Based on their responses, customers are categorized as:
Promoters (score 9-10): Loyal enthusiasts who will keep using your service.
Passives (score 7-8): Satisfied but unenthusiastic and vulnerable customers.
Detractors (score 1-6): Unhappy customers who can damage your department’s image through negative word-of-mouth.
To calculate the NPS, we subtract the percentage of Detractors from the percentage of Promoters. The NPS can range from -100 (if every customer is a Detractor) to 100 (if every customer is a Promoter).
👉 This indicator is only available if you have created an NPS survey and received responses.
Surveys are optional and configurable.
This means that if surveys aren't set up, the 'Customer Satisfaction' score will be null. By configuring surveys and encouraging customer participation, you can transform this null into a numeric value that represents the voice of your customer base and propels your service offerings forward.
Potential Discrepancies - how to explain them?
Results exposed in Survey view
The NPS detailed view combined all answers you have received on your survey. There is no filtering on date range, nor projects scope. Historical data is not deleted if you’ve changed your profile settings (e.g. you’ve deleted a project of the analysis, on which some NPS had been launched).
Results exposed in Insights view
Insights present data on a particular scope. You’ve selected a time range on which to analyse your data, and as events are stored on the creation date of the request, you may exclude from this analysis some requests that had received a NPS score, but outside the range selected.
Also, if you’ve conducted several surveys, Insights will present a aggregation of your results.
Additionally, discrepancies may be due to the data update - Insights update data on a hourly basis, whereas survey retrieve results in real time. Read more here.