NPS report

Prerequisites

Before you can generate or view the survey reports, an administrator or manager must first grant the proper permissions to you.

Granting permissions

You will need to have the Administrators project role. Refer to the Manage service project role memberships documentation.

Report summary

Customer experience is the gold standard of the service industry, tracking and analyzing customer experience is core to business growth. The Net Promoter Score (NPS) report allows you to measure your customers' overall experience with the service you have provided.

Report type

Gauge chart, bar chart, and trend line graph

Gauge chart metrics

Metric	Details
Score	The total score based on the average score of the accumulated survey answers received.
Goal	The set goal of the team to measure the individual's/team's performance.
Answered	The total number of surveys answered by the customers.
Promoter	The number and percentage of survey responses where customers are satisfied and engaged.
Passive	The number and percentage of survey responses where customers are satisfied but not fully engaged.
Detractor	The number and percentage of survey responses where customers are unsatisfied.

Responses by score metrics

Metric	Details
Value	The specific score given by the customer for a Jira Service Management survey.
Number of responses	The total number of responses with the same score.

Score trend line metrics

Metric	Details
Score	The total score accumulated over a specific duration.
Responses	The total number of responses received on a specific duration.

Scenario

You would like to know the NPS (Net Promoter Score) of a service desk agent in a specific timeline.

Go to Projects > Choose your Service Management project > Surveys report
Configure the survey parameters with the following details, the page will load the results automatically:
1. Assignee - Choose a specific assignee to view their performance or choose all of the assignees to view the performance as a team.
2. Question - Choose the NPS option.
3. Survey Responded - Set the duration for when a survey is responded to and collected.
The results and scores will be depicted in charts and graphs. The Responses section will include all issues used to tabulate the data.
You can export the data in the following ways:
1. Export: This will export the data as seen in the survey report screen. This option will only export the current scale.
2. Export All: This will export all data, regardless of the scale, for the selected timeframe.