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CSAT Rate Report: Percentage of 5-Star Satisfaction

CSAT Rate Report: Percentage of 5-Star Satisfaction

This report tracks the percentage of work items receiving a 5-star customer satisfaction (CSAT) rating. It provides insights into customer feedback, helping teams measure the quality of their support and identify areas or periods where customer satisfaction is particularly increasing or descreasing.

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Step 1: In the Data source, filter Resolved issues from the project and time period you wish to analyze, and add JQL Satisfaction is not EMPTY to filter only those with ratings.

Step 2: Click on Formula metric tab and add formula metric name (e.g. CSAT Rate).

Step 3: Add two formula parameters:

  • P1: Conditional ‘Satisfaction’ metric (see details below)

  • P2: ‘Number of issues’ metric

Step 4: Type formula equation: (P1/P2)*100 to calculate percentage.

Step 5: For Display by, select ‘Resolved’ field and specify date granularity that suits your reporting needs. In our sample, this is by Month.

 

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Here’s a detailed image of how to configure the conditional ‘Satisfaction’ metric:

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