CSAT Rate Report: Percentage of 5-Star Satisfaction Issues

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.

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