CES report

Report summary

Understanding customers' loyalty is vital to providing great customer service. The Customer Effort Score(CES) report allows you to measure how much effort a customer has to put in to resolve an issue. 

Report type

Gauge chart, bar chart, and trend line graph

Gauge chart metrics

MetricDetails
Score

The total score based on the average score of the accumulated survey answers received. 

Goal

The set goal of the team to measure the individual's/team's performance.  

Answered The total number of surveys answered by the customers. 

Responses by score metrics

MetricDetails
Value

The specific score given by the customer for a Jira Service Management survey.

Number of responses

The total number of responses with the same score. 

Score trend line metrics

MetricDetails
Score

The total score accumulated over a specific duration.

ResponsesThe total number of responses received on a specific duration.

Scenario

You would like to know the Customer Effort Score (CES) of a service desk agent in a specific timeline.

  1. Go to Projects > Choose your Service Management project(ex. https://instance-name.atlassian.net/jira/servicedesk/projects/project-key) > Surveys report
  2. Configure the survey parameters with the following details, the page will load the results automatically:
    1. Assignee - Choose a specific assignee to view their performance or choose all of the assignees to view the performance as a team. 
    2. Question - Choose the CES option.
    3. Survey Responded - Set the duration for when a survey is responded to and collected.
  3. The results and scores will be depicted in charts and graphs. The Responses section will include all issues used to tabulate the data. 
  4. Click on the Export button to extract the Responses section into a .csv format file if needed.