3 min read

Tracking CSAT through Jira Service Management

By Suze Treacy on Apr 1, 2021 5:03:00 PM

Blogpost-display-image_How Jira Service Desk helps track CSATCustomer Satisfaction, or CSAT, is a customer experience metric measuring satisfaction with a product, service or support interaction. The metric is captured through a short simple survey to enable the customer to provide their feedback.

CSAT in Jira Service Management

Did you know that your customer feedback is collected by default within Jira Service Management Projects? This means that when an issue is resolved, the customer receives an email requesting their feedback through a simple question such as "How satisfied were you with our service?". That simple question is editable, and can be defined by your project admin.

Remember, if you're utilizing next-gen projects, site administrator access is required to edit your CSAT survey question

There's a handy Satisfaction report built into Jira Service Management, visible to project administrators and agents. This report displays average customer satisfaction scores, as well as individual scores and comments for the team. You can toggle the report anywhere from the past 48 hours, all the way up to the past year by month!

jira-service-desk-satisfaction-report

It's also possible to configure your own custom report to track satisfaction trends. For example, you may want to see satisfaction by assignee, satisfaction by service request, or even a trend graph to track satisfaction changes over time.

The Pros of CSAT

CSAT, a very popular methodology, offers a quick and easy way to entice customers to give feedback. This then provides a clear metric for you to understand customer expectations, and work to exceed them. With CSAT enabled, your customers will receive a survey every time their request is resolved. This enables you to track customer satisfaction at different stages of their journey with your team, making bottlenecks and areas for improvement clear, with very little effort on your part.

CSAT also offers a fast way to compare yourself to your peers. According to the American Customer Satisfaction Index (ACSI), the average CSAT score across the nation is 76.5% - that's just over 3/4 of your customers reporting a satisfying experience. This figure differs by industry - you may not be too surprised to hear that, in 2019, Internet Service Providers and Subscription Television Services reported low CSAT benchmarks of 62%, while Breweries reported a much more favorable CSAT benchmark of 85%. But remember, while it is useful to be able to compare yourself to your competition, the true value from CSAT comes when you analyze and utilize feedback to drive continuous improvement and better your own customer experience.

Considerations of CSAT

While CSAT is a useful metric to track, there are a few considerations to take into account. The customer who takes the time to fill out their satisfaction is likely one who is happy with the service they received. Customers who are unhappy, or just moderately satisfied, are less likely to complete the survey, which can skew the data. CSAT has also been found to be a poor measure of loyalty - although poor CSAT scores can predict attrition, a high CSAT score has not been found to be a reliable predictor of repeat business. Cultural differences should also be taken into account - different standards and expectations will affect the score that customers are driven to pick, which, in part, can make it difficult to understand true customer satisfaction.

So, CSAT isn't a unicorn which can address all customer concerns with support. However, it does offer a valuable insight; one which should be paired with other tools to track and measure customer satisfaction. At Praecipio Consulting, we can help you make the most out of the benefits of collecting CSAT in Jira Service Management, and use those results along with other anecdotal evidence such as customer comments, number of tickets raised, cadence call discussions, and repeat business, to drive change, improve your customer offerings, and ultimately, reap the rewards!

Topics: jira blog tracking reporting customer-experience jira-service-management
5 min read

How Your SaaS Provider Contributes to the Customer Experience

By Christopher Pepe on Dec 16, 2020 1:44:00 PM

Blogpost-display-image_SaaS Requires Delightful Customer Service

SaaS Providers & Customer Service

The year 2020 has forced organizations to consider how they service customers and enable staff to do their work by having them reconsider the benefits and value of their current technology practices. 

Look at the fun visual below: most businesses use a combination of managing their own data centers and software or by using cloud-based facilities. Software as a Service (SaaS) allows a provider to perform a service on their technology. You pay for the provider's expertise and convenience to maintain the servers, networks, security, software, and the upgrades or changes. No more cooking as you always eat out!

pizza as a service

SaaS providers now perform almost any main business functions: HR, Accounting, Sales, Finance, Communication, Coding, Marketing, Websites, and more. The cost benefits dazzle the eyes but consider that when you allow someone else to perform a business function that the customer still sees you.

At a restaurant, if the service is terrible, you never return to that restaurant. In the eyes of your customer – you are the restaurant! Therefore, how you interrogate the provider before deciding to use them and how you monitor and respond afterward is paramount to your business's success.

The rest of this article offers insights and tips to ensure that your relationship with a SaaS provider does not ruin the relationships with your staff and customers.

Training

  • Transitioning to SaaS changes your workflow – how will you be trained, and what documentation will you receive?
  • Are any other vendors impacted, which will also require training, and who pays for this?
  • Your products will require integration with the SaaS provider, so how will you train them?
  • How will changes to the SaaS provider service be addressed?
  • Do customers require new FAQs?
  • If someone has a question, do they go to an internal team, the service desk, or the SaaS provider?

Know Your User

Before you move a service to SaaS, you need to define the user of that service. Deep dive:

  • What is the user of this service in terms of ability, technology, the reason to use the service, expected benefits from their view, and dislikes?
  • What is the journey of that user as they use the service? Where will there be issues?
  • How can the SaaS provider mitigate these issues? How will you know that problems are occurring?
  • What messages can you provide the user to help them on their journey or if they get stuck? Can the message be personalized?
  • What can you automate for the users, such as renewals, reminders, or upsells, or anything to make the journey more enjoyable?
  • Can users form part of your test team to improve the journey's flow or provide feedback on proposed changes before go-live or to develop future releases?

IT Service Management

ITSM is the practice of allowing technology to benefit someone. It is a required business set of processes that engender better, faster, safer technology applications that deliver value. Initially the IT domain, Enterprise Service Management (ESM), is now commonplace as organizations take advantage of the cloud, SaaS, or move to digital products.

Not long ago, more technology services supported a single department, with only Finance reaching out across all areas. Now technology services are so integrated into your work that a change in one place impacts the entire organization and could disrupt your customers. ITSM processes and tools can help by:

  • Logging all incidents or requests, no matter who sees them, the SaaS provider or your teams.
  • Merging the incident and request data for performance reporting, improvement actions and decision-making. Daily integration is best practice.
  • Helping to determine how long it takes for incidents or requests to be resolved or some sort of communication is issued to the customer? Lack of service will increase customer churn, and they might disparage you in social media.
  • Creating alerts for monitored services.
  • Obtaining historical information to ensure that improvements are of value.
  • Enabling user support via live chat, AI chat, easy to find widgets, easy to read FAQs, and reporting on these interfaces' satisfaction.
  • Acquiring your customers' level of satisfaction and does this match to the XLAs (Experiences Levels Agreement) with your provider.
  • Informing support staff on offers as refunds or incentives during disruptive events or poor service.
  • To know when to follow up with customers that require special care.

Metrics of SaaS

At some point, your customers will have issues that highlight your value stream or service pipeline's weaknesses. The tools that you use to monitor, alert, investigate, and respond to these issues can be improved by agreed metrics that make sense, such as the ones below:

  • How fast do customers receive a response?
  • What do they feel about that response?
  • How fast are incidents or requests resolved?
  • What is the lifetime value of a customer?
  • What is the cost of servicing a customer?
  • What is the cost of acquiring a customer?
  • What is your customer churn?
  • What is the total investment of SaaS over your customer value or cost?
  • Is there a group of customers that benefit more from a SaaS provider than others allowing you to decide how best to service those customers?

Final thoughts

The economy of tomorrow will be fully customer (user) centered. SaaS, cloud, digital and ESM will enable your products and services to become more individualized. Your SaaS provider has little value to you if the user journey is full of bad service. Your goal is to leverage the provider to retain and attract customers and staff. Thinking about how this will happen, setting clear expectations, expectations, documenting service examples with metrics in the contract, testing and monitoring service delivery, and having active conversation with your SaaS provider will ensure that the customers' experiences are delightful.

If you are looking for ways to improve your customer experience through technology and digital transformation, let's chat!

Topics: atlassian blog saas cloud hosting customer-experience
7 min read

Software Value Stream to Your Customer

By Christopher Pepe on Aug 26, 2020 12:45:00 PM

DevOps Best Practices that connect you to your customer

Level Set of Terms

Before we dive into today's blog post, let's get familiar with these terms:

  • DevOps: A mix of cultural and technology practices to improve the use of software and technology-servicing customers.
  • Continuous Integration (CI): Traditionally, a developer spends their day coding, and at some point, they save (commit) their efforts within a development environment or an application branch. Think about a tree. Do you want one full of intertangled branches (loads of developers, all doing something, but getting in each other’s way), or do you want a well-balanced tree with a solid trunk? The same is true with coding, and CI allows for the integration of code to the trunk as fast as possible via agreed testing success. If the system fails (a diseased branch), then the feedback is fast enough that the code can be fixed and resubmitted. Note that the approval and commit steps are manual but the expectation is that they are performed daily at a minimum.
  • Continuous Delivery (CD): Removes the manual step and introduces automated approval based on testing success to push software to the trunk. CD eliminated the authorization wait time found in CI, thereby decreasing the feedback time. Faster feedback equals faster fixes, which underpins the culture of “if no defect found, then proceed to the next step in the software value stream.”
  • Continuous Deployment: I call this the ‘Trust My Developer’ process. Testing, packaging of code, release, and deployment (to the correct trunk or environment) are as automated as possible. We trust the process, the tools, and the quality of the code, and therefore we know that if there is an issue, we can also remove any code causing problems as quickly as possible. Feedback from the customer on the new applications or features is immediate.

How we created these practices: A bit of history

Software is what makes technology exciting, as it is often the software elements that make things happen, solve problems, or fulfill needs. It stands to reason then that the flow of software to a customer needs to be as fast as possible. Unfortunately, in many businesses today, that flow is a mixture of work, wait time, approval time, and probably rework. 

Does your software stream look like this?

  • Receive the request for something to be changed (new, feature or fix)
  • Wait
  • Get it approved
  • Wait
  • Pass it to a team as something to do
  • Wait
  • The team at some point begins to work on it
  • They finish their work and pass it to another team to add their code, or they give it to a test team
  • Wait
  • The test team schedules the environments for testing: code, security, performance, business continuity
  • Wait
  • After authorization, the code is deployed at the pre-set monthly or quarterly release
  • Wait
  • The code is released
  • Pray that it works and that things have not changed so much since the original request

Do you recognize your lengthy cycle of innovation? It doesn’t have to be this way, thanks to the practices of DevOps: Continuous Integration, Continuous Delivery, and Continuous Deployment.

Timewarp to today

What do your staff or customers want? Quality, fair cost, sustainability, resilience, and practicality. They want technology that helps them and, preferably, they want it now. Given the interconnectedness of the world, if a customer does not find satisfaction with you, then they go elsewhere within a mouse click. Your business peers can also do the same, hence this is how Shadow-IT (when peers circumvent formal IT processes) begins.

But what if:

  • Requests are assessed within a short time of receipt?
  • When the team began working on the request (either some aspect, if not the full request), was ready it for use within a sprint (two weeks to a month)?
  • As much as possible, the culture is that if no defect is found, the request moves to another team or goes live?
  • If the request can be improved, then how?

Jez Humble and Dave Farley best explained these practices in their book Continuous Delivery. Major software vendors such as Atlassian built their products based on these concepts (and have an excellent series of blog posts showing the why and how). It is becoming more and more difficult to find a business that does not depend on software, so why have processes that limit the use and improvement of your products or services? Sounds like nirvana (or a significant culture change).

Some of you by now are thinking that this can never happen where you work. I won’t quote how many times a day banks, Amazon, or even the latest start-ups that were born during the pandemic, deliver software to customers.

Tip: Look at sites from mature DevOps companies like Netflix and Amazon, and make that your goal so that you can work towards creating meaningful change within your organization. 

The CICDCD+ culture:

  • No defect goes live
  • No defect goes to the next environment
  • Ideally have no more than three environments; two is even better
  • Automate as and when we can
  • Test multiple times, as often as we can
  • Trust in the tools we use
  • Trust in the people that use those tools
  • Ability to roll back (uninstall code) as quickly as we can promote code
  • Limit the amount of work performed at any given time
  • Limit the size of our changes (make smaller changes?)
  • Changes are independent of the application or data (yes this is hard)
  • Every day is a new day during which we strive to improve the process

The Gap of Change: Are you ready?

CI implies that your organization wants to create and improve a pipeline of software to your customer. You also agree that management is going to allow the technology and governance processes to be available to develop, maintain, and improve the pipeline. CD also implies that you are satisfied with the flow of software, the timely feedback of information related to software value, and issues are resolved before working on other code. Automation is used to automate the approval of changes and the delivery to the appropriate environments or customers.

CD+ implies that you are content with both the culture and technology of software and how development and deployment have matured. You are ready to automate as much of the process as possible. Changes are small and independent enough that if there is an issue, they are quickly revoked. Minor changes also mean that customers get spoon-fed new software, one feature at a time. Documentation and recovery are both simplified, and the cost of software reduced.

Remember that there is no value in anything you do in technology until it is used to help someone fulfill a need or solve a problem. Until that time, everything you do or spend money on is a waste. Limit your waste by trying these practices. In the next blog, we will explore the metrics of CICDCD+, and the final blog of this series will provide tips from the leadership aspect.

If you have any questions in the meantime about any of the concepts discussed in this post, let us know

Topics: devops continuous-improvement customer-experience cicd
3 min read

What is Customer Centricity in SAFe 5.0?

By Rebecca Schwartz on Jul 10, 2020 12:15:00 PM

2020 Blogposts_What is Customer Centricity in SAFe 5.0-

SAFe 5.0 puts a greater focus on the customer, placing them at the heart of all decisions around the product or service the business delivers. Although the technical and functional aspects of a product are key, the satisfaction of the customer ultimately decides the true fate of the solution. If the customer continues to have a positive experience, your business can continue to grow and thrive! In the updated SAFe 5.0 framework, Scaled Agile elaborates on Customer Centricity, which puts the customer at the center of all business decisions that guide an organization to not only meet customer needs but exceed them as well.

What is Customer Centricity?

Customer Centricity is the mindset that the business must adopt to provide a positive experience for the customer. With every decision business leaders make, how those decisions impact the customer must be at the forefront of their minds. For this reason, the organization studies market research and user insight to ensure they truly understand the customer's pain points and develop solutions to address them. Customer-centric organizations take new approaches to solving customer problems by using empathetic design, i.e. putting themselves in the shoes of the customer. In turn, the organization can fully engage with the customer and build long-lasting relationships with them. After all, this is what we try and capture in User Stories; however, in SAFe 5.0, we're capturing this information at every level of the organization to build the right solutions.

Why is Customer Centricity important?

Customer Centricity is important because customer satisfaction is the key to developing a business and maintaining it. If your solutions and services fail your customers, your business will also fail. This new focal point also matters because it allows organizations to get direct feedback and input from the customer. Listening to their ideas and opinions allows businesses to tailor the solutions to their exact needs, which increases company profits, attracts new customers, and enhances current customer relationships.

How does Customer Centricity Affect Me/My Organization?

As an individual and as an organization, this piece of the framework may change your mindset and the entire company vision when it comes to creating solutions. When in the decision-making process, whether on your own or collectively as an organization, the outcomes that affect the customer will need to guide those decisions. As an individual working on client solutions, you may sometimes get requests that aren't necessarily best practice. Using Customer Centricity, you can consult user and market research to arrive at a solution that is best practice while also satisfying the customer.

 

Our Thoughts on Customer Centricity

At Praecipio Consulting, we are excited about this emphasis on Customer Centricity, as we love providing an exceptional customer experience. While working on our projects, we gather customer feedback daily to ensure we're moving projects in the right direction. With this, we're also able to revise on an iterative basis, meaning changes are made consistently throughout the project, instead of piling up and causing delays at the end of the project delivery. We also find that this approach allows us to truly be customer-centric, as we are constantly engaging with the customer and strengthening our relationship with them. Internally, we keep a close eye on the updates to SAFe so we can practice it successfully, as well as guide clients through the changes as well.

 

If you are looking for more guidance on the SAFe's recent update and why it matters to increase your business agility, check out this post

Topics: scaled-agile safe customer-experience
3 min read

Building Your Confluence Knowledge Base for JSD

By Rebecca Schwartz on Jun 10, 2020 12:30:00 PM

2020 Blogposts_What’s the difference between Affects Version & Fixed Version- copy 2

Building a successful Jira Service Desk requires a lot of moving parts. It can be difficult to find the perfect balance between ease of use for your agents (those who work on requests) and your customers (those who submit requests). One of the most important ways of achieving that balance is to create a great Confluence Knowledge Base (KB). If your articles are relevant, concise, and easy-to-navigate, your customers can avoid submitting a request, giving time back to both the customer and agent. Below are some common mistakes to avoid as you work towards creating your ideal Confluence Knowledge Base that is a reliable, single source of truth for your agents and customers.

Note: On November 9, 2020, Atlassian announced Jira Service Management, the next generation of Jira Service Desk. Jira Service Management is an ITSM solution built on Jira to help IT, operations, development, and business teams collaborate at high velocity. It empowers teams to respond to business changes rapidly and deliver great customer and employee service experiences.

Don't Put Your KB Articles in a Space Used for Internal Documentation/Non-Service Desk Related Content

If you create KB articles in a Space where non-service desk related pages already live, confusing or unwanted information may appear when customers search for help. This may push your customer away from reading the content and make their overall experience less enjoyable. Compiling your Knowledge Base articles in their own separate space is key to ensuring the most relevant articles show up when the customer uses the Service Desk. If you need to centralize documentation for both agents and customers alike, leverage page restrictions in the Space to allow for internal and external content.

Don't Create Lengthy Articles Using Technical Terms

When writing articles for customers, it's important to keep them top of mind. The customer may not understand the technical or team-related verbiage your agents typically use. It can feel daunting for them to look at a wordy article, so we suggest using bullet points, numbered lists, and mixed media (images, videos, etc.) to break up the content. Applying screenshots to your articles can also be useful, as it provides the user with a visual guide on out troubleshoot the issue on their own.

Don't Create Every Single Article From Scratch

Although they may not be useful for all of your articles, Confluence has built-in templates available for you to use when creating most of the content in your Knowledge Base. There are templates specifically for Troubleshooting articles and for How-To articles that have handy macros and formatting already incorporated. You can even customize these templates to better meet the needs of your users. If the out-of-the-box Blueprints aren't the right fit for your requirements, you can create custom templates (although you won't be able to create them from the Jira issue directly in the same way), which will save your agents time when creating articles and allow for a consistent user experience when navigating through the KB. 

Don't Ignore Reports on the Usefulness of your Articles

Jira has several native reports that allow you to see how your Knowledge Base articles are performing. The Requests Deflected report illustrates how often your customers find articles useful. This report shows deflected requested and how often articles are viewed in the portal. The Requests Resolved report displays the number of requests that have been resolved with an article, those that were resolved without an article, and requests deflected in the portal. These reports are key for determining which articles are beneficial to your customers, which allows you to tailor your content to meet customer needs.

 

Now that you know what not to do when building your Confluence Knowledge Base, explore how Praecipio Consulting has answered other Service Desk questions, like How does Jira Service work with ITIL? or Can you really set up an ITIL-based Service Desk in 3 weeks?

Topics: blog confluence knowledge-base jira-service-desk customer-experience
2 min read

How to Track MTTR With Jira

By Michael Knight on May 26, 2020 9:15:00 AM

2020 Blogposts_What’s the difference between Affects Version & Fixed Version- copy

One of the most important metrics for IT and Customer Service teams that solve problems and answer customer questions is mean time to resolution, commonly referred to as MTTR. Atlassian defines MTTR as the average time it takes for an issue to reach a resolved state, as measured from the time the ticket was created. It’s an exceedingly important metric to track, especially for IT teams because it is one of the few great ways to quantify team productivity. When tracked and reported over time, it becomes possible to determine the efficacy and ROI of business process improvements. While Jira gives us an easy way to track service level agreements (aka SLAs), there is no great built-in tool for tracking MTTR (yet).

Fortunately, as with most desired features in the Atlassian ecosystem, there’s an app for that. We’ve discussed eazyBI quite a bit in the past, and for good reason: it is simply one of the best data aggregation and reporting tools available for Jira. Period.

To track MTTR, try using the Issue Resolution Days report. This report can roll up all of your issues and report average MTTR, broken down by issue type and time period. As with most eazyBI reports, you can customize this one just about any way, including which additional metrics to report on (such as median, min, and max time to resolution) and total or average hours logged. You can even set up your data visualization exactly how you want it.

If you’d like to learn more about the Issue Resolution Days report, eazyBI has some excellent documentation

One important thing to keep in mind when a team begins tracking MTTR is to make sure you properly define when an issue is resolved in your Jira instance. Without this clear definition, you may have trouble collecting data, or worse, you report on the wrong information. Tracking your MTTR to learn more about how you can reduce this metric can help your organization save time and resources, as well as contribute to generating a better user experience. 

If you want to get more out of reporting with Jira, let us help! As an Enterprise Platinum Atlassian Solution partner, Praecipio Consulting has spent over a decade working with the Atlassian suite to build, implement, and activate best-in-class solutions. When it comes to Jira and other Atlassian tools, we've got you covered!

Topics: jira blog meantime-to-recovery data reporting eazyBi customer-experience

Praecipio Consulting is an Atlassian Platinum Partner

This means that we have the most experience working with Atlassian tools and have insight into new products, features, and beta testing. Through our profound knowledge of Atlassian environments and their intricacies, we can guide your organization as you navigate these important changes.

atlassian-platinum-solution-partner-enterprise

In need of professional assistance?

WE'VE GOT YOUR BACK

Contact Us