Internal customer satisfaction is a much neglected component of customer satisfaction and quality improvement, as the main focus is traditionally external customer satisfaction. Total customer satisfaction can only be obtained if everyone within the company or organization works together to achieve the common objective, which means meeting the needs and expectations of both internal and external customers/staff.

The Benefits of an Internal Customer Satisfaction Survey Include:

  • Measure satisfaction of internal customers and provide a quantitative baseline to compare results. Over time these results can be used to compare, benchmark, measure and spot long term trends, which in turn enables fact-based decision making.
  • Reward and recognize staff as areas / teams and / or individuals who have performed well are recognized and rewarded publicly.

What it does

Real-time insights into your project. Candylio reports are so simple that anyone can understand them. Satisfaction reports can be drilled down to the ticket level. Know what your reporters really think. Your employees don’t need to remember “another” password to participate Candylio is a turn-key solution. Simply turn it on, and we'll take care of the rest! A product that performs for every team. Customize the email content and branding to improve engagement. Control when the surveys are sent with JIRA workflow events. Reduce number of emails sent with powerful JQL filters.

Challenges we ran into

  • Backward compatible with JIRA 6.4 and JIRA Service Desk
  • Large volumes of email notifications for end-users
  • Admins require complex permission schemes
  • Multiple rating types and scale
  • Multiple questions surveys
  • Support multiple languages

Accomplishments that we're proud of

  • High response rate
  • Batching email notifications so that end users are not overwhelmed with rating emails
  • Allow admins to set customized Permission settings
  • Slack integration
  • Support multiple languages

What we learned

  • Support volumes for JIRA plugins are quite high
  • Spent more time on first impression/UI/UX

What's next for Customer Satisfaction Survey for JIRA & Service Desk

  • Automation - automate common response/tasks post response from customer.
  • Reporting widgets
  • In-app rating
  • Support multiple rating types
  • Support multiple questions
  • Include rating inside JIRA Profile
  • Slack Integration - Rating via Slack
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