CSat report
Report summary
Understanding customers' satisfaction with your organization's service or products is a key marker in the service industry business. The Customer Satisfaction (CSat) report allows you to measure how much satisfied a customer is with the service you have provided.
Report type
Gauge chart, bar chart, and trend line graph
Gauge chart metrics
| Metric | Details |
|---|---|
| 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
| Metric | Details |
|---|---|
| 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
| Metric | Details |
|---|---|
| Score | The total score accumulated over a specific duration. |
| Responses | The total number of responses received on a specific duration. |
Scenario
You would like to know the Customer Satisfaction (CSat) of a service desk agent in a specific timeline.
- Go to Projects > Choose your Service Management project (e.g. https://instance-name.atlassian.net/jira/servicedesk/projects/project-key) > Surveys report
- Configure the survey parameters with the following details, the page will load the results automatically:
- Assignee - Choose a specific assignee to view their performance or choose all of the assignees to view the performance as a team.
- Question - Choose the CSat option.
- Survey Responded - Set the duration for when a survey is responded to and collected.
- The results and scores will be depicted in charts and graphs. The Responses section will include all issues used to tabulate the data.
- Click on the Export button to extract the Responses section into a .csv format file if needed.