Collect Customer satisfaction score (CSAT) or Net promoter score (NPS)

The Customer Satisfaction Score (CSAT) is a commonly used metric for measuring customer satisfaction with a company's products or services. Typically obtained through customer feedback, it's expressed as a percentage, with 100% indicating excellent satisfaction and 0% representing dissatisfaction.

This guide illustrates how to integrate Smart Forms for Jira to improve your management capabilities and customer interactions, thereby enhancing your customer service. With this integration, obtaining a Customer Satisfaction Score becomes effortless. The instructions below outline setups for two different types of Customer Satisfaction Score surveys.

Prerequisites

Before proceeding with the integration, ensure you have the following prerequisites in place:

• Access to Smart Forms for Jira add-on

• Access to Jira project settings to set up Jira Automation for it.

• Basic familiarity with Jira Automation and Smart Forms for Jira functionalities.

Instructions on how to collect CSAT or NPS

• 1st Variant: Send an email with the CSAT or NPS automatically after the ticket is done.

  • Create a CSAT form using Smart Forms for Jira and copy the Share link.

    

  • Navigate to Project Automation and establish the necessary rule.
    !Note: Some rules may require customization to fit your project's settings and requirements.

    

  • When you close the ticket, Jira will automatically send an email with the CSAT or NPS form to the customer. The result of this setup is demonstrated in the gif below.

    

• 2nd variant: Send an email with the CSAT or NPS manually after the ticket is done and auto-upgrade the CSAT or NPS Jira field in the ticket.

  • Create a new Custom field the CSAT or NPS Jira field in Jira and add it to your Project.

    

  • Create a CSAT or NPS Jira field form in Smart Forms for Jira and configure Populate and Destination field settings.

    

    

  • When you close the ticket, share the form from the issue with the user. After respondent submission, the Jira field CSAT or NPS will automatically update. The result is demonstrated in the gif below.

    

Questions? Please, contact us through SaaSJet Support 

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