Net Promoter Score℠ (NPS®) is an industry standard for measuring customer loyalty. That is, how likely your customers are to recommend your business.
You can create and send an NPS survey, which includes one simple question, to target customers from your instance of JIRA or JIRA Service Desk Support. An overall score is derived from the survey results.
How we capture information from JIRA or JIRA Service Desk
NPS survey operates on JIRA/JIRA Service Desk project. Now we can capture an Net Promoter response after each ticket, which helps us diagnose how well we resolved problems, and gives another benchmark in our internal team.
How it works.
After a ticket is set to Resolved, JIRA sends a mail to the person who triggered the ticket with information that it is Resolved. In this email, we send out an NPS survey to capture their feedback.
Using this technique we are able to integrate all the details of the reporter and the ticket to the related Reporter feedback at the moment the Reporter takes the survey. This then becomes a “Transactional” touchpoint added into our internal Net Promoter System (this already contains the “Relational” touchpoint data).
We report all the NPS responses into the "all feedback" page and providing admins with an overview of how your team performing overtime.
Drilling down problem areas (by rating, by customer, by assignee, by issue type, by component)