End-of-Life Notice: Surveys for Jira Service Management will be discontinued on October 30, 2026. After this date, the app will be removed from the Atlassian Marketplace and will cease to function. To ensure a smooth transition, please export your survey data and explore alternative solutions before the sunset date.
You can retrieve your survey responses via API or export from CES, CSAT and NPS reports via the Export All Scales feature.
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 |