End-of-Life Notice: Surveys for Jira Service Management is no longer available on the Atlassian Marketplace and can no longer be purchased. The app will reach its official end-of-life on October 30, 2026.
Customers with an active subscription will retain full access to the app, including support and maintenance, through the end of their current paid subscription term. In some cases, this term extends beyond October 30, 2026. Access will remain available until the subscription term concludes, after which the app will no longer be operational for that account.
To ensure a smooth transition, we recommend exporting your survey data and evaluating alternative solutions ahead of your subscription end date. You can retrieve your survey responses via API, or export your CES, CSAT, and NPS reports using the Export All Scales feature.
If you have any questions regarding your subscription end date or the transition process, please contact our support team.
Background
When customizing the survey settings, you can set the scale options from 3 to 10. Each scale number correlates to the metric score. The calculated metric score is shown when viewing survey reports.
Answer
NPS
Formula:
NPS(%) = (Number of promoters - Number of detractors)/(Total Survey Response) x 100
Where promoters and detractors are according to the scales:
|
Scale |
Detractors |
Promoters |
|---|---|---|
|
3 |
1 |
3 |
|
5 |
1-2-3 |
5 |
|
7 |
1-2-3-4 |
7 |
|
10 |
1-2-3-4-5-6 |
9-10 |
Sample Scenario:
You are using a scale of 10 and you have a total of 5 surveys. Out of the 5 surveys, 3 are promoters, 1 is passive and 1 is a detractor.
(3 - 1)/5 x 100 = 40%
The NPS value is 40% for the scenario above.
CSAT and CES
Both CSAT and CES share the same formula.
Formula:
CSAT/CES(%) = (Total Response Score)/(Total Possible Response Score) x 100
-
Total Response Score: Sum of scores given by customers.
-
Total Possible Response Score: Total Surveys Responded * Scale
Sample Scenario:
You are using a scale of 10 and you have received 10 surveys in total. The following is the total score of the surveys given:
(6 + 7 + 5 + 3 + 8 + 9 + 4 + 10 + 7 + 1) = 60
You have a total of 10 surveys responded and you are using a scale of 10, the following is the total possible response score:
10 * 10 = 100
In summary:
-
Total Response Score: 60
-
Total Possible Response Score: 100
Plugging in the values above into the CSAT/CES formula:
( 60 / 100 ) * 100 = 60%
The CSAT/CES value is 60% for the scenario above.
Scale Matrix
Maximum scale of 3
|
1-3 Scale |
1 |
2 |
3 |
|
NPS |
Detractor |
Passive |
Promoter |
|
CSat |
Poor |
Average |
Great |
|
CES |
Low |
Neutral |
High |
Maximum scale of 5
|
1-5 Scale |
1 |
2 |
3 |
4 |
5 |
|
NPS |
Detractor |
Detractor |
Detractor |
Passive |
Promoter |
|
CSat |
Poor |
Fair |
Average |
Good |
Excellent |
|
CES |
Very Low |
Low |
Neutral |
High |
Very High |
Maximum scale of 7
|
1-7 Scale |
1 |
2 |
3 |
4 |
5 |
6 |
7 |
|
NPS |
Detractor |
Detractor |
Detractor |
Detractor |
Passive |
Passive |
Promoter |
|
CSat |
Very poor |
Poor |
Low |
Average |
Average |
Good |
Excellent |
|
CES |
Very Low |
Low |
Neutral |
Neutral |
High |
High |
Very High |
Maximum scale of 10
|
1-10 Scale |
1 |
2 |
3 |
4 |
5 |
6 |
7 |
8 |
9 |
10 |
|
NPS |
Detractor |
Detractor |
Detractor |
Detractor |
Detractor |
Detractor |
Passive |
Passive |
Promoter |
Promoter |
|
CSat |
Bad |
Bad |
Bad |
Bad |
Bad |
Bad |
Neutral |
Satisfied customer |
Satisfied customer |
Satisfied customer |
|
CES |
Negative |
Negative |
Negative |
Negative |
Negative |
Neutral |
Positive |
Positive |
Positive |
Positive |