Track customer satisfaction feedback trends

Project admins can use reports to track and analyze trends in customer satisfaction. Your service project comes with a default satisfaction report that shows you the average customer satisfaction rating for your team.

Before you begin tracking, make sure you’re set up to collect customer satisfaction information on your requests. Find out how to enable customer satisfaction feedback.

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

Use custom reports to report on customer satisfaction

To create a custom satisfaction report, follow the instructions to how to create a custom report. When you add a series to your custom report, make sure that you select Average rating under Customer satisfaction series from the Series dropdown menu.

Some custom reports you can use to report on customer satisfaction are:

Report based on work types

This helps you understand how customer satisfaction levels differ in different sections of your business. To set this up, add series filtered by the work types you want to compare.

Report based on the type of service request

This helps identify work items for which the team could provide knowledge articles. To set this up, add series filtered by the service request types you want to compare.

Report comparing the satisfaction scores of an agent with their team

This helps identify agents who would benefit from further training. To set this up, add a series filtered by your team’s satisfaction rating. Add separate series filtered by each agent in your team.

When filtering report series, you can also switch to JQL. Read more about advanced search using JQL.