Someone from leadership asks for your NPS. You've been collecting CSAT ratings on resolved tickets for months — you have hundreds of data points — but NPS is a different question, a different scale, and you've never actually set it up in JSM. So you send a one-time survey blast to your customer list. Four percent respond. You report a number. No baseline, no trend, no connection to the tickets your team closed last quarter. The number goes into a deck and is never looked at again.
This is the default NPS situation at most JSM shops. It's not because the teams are unsophisticated — it's because JSM doesn't ship with NPS collection, so the path of least resistance is a disconnected external tool that produces disconnected external data.
Why the External Survey Tool Approach Fails
The fundamental problem with running NPS outside of Jira isn't the tool — it's the disconnection.
When your NPS data lives in SurveyMonkey or Typeform or a Google Form, it exists in a vacuum. Your support agents have no visibility into which customers they're serving are detractors. Your service manager can't tell whether the ticket she closed on Friday contributed to a negative score two days later. The data is orphaned.
There are three specific failure modes:
No traceability. A customer scores you a 2 out of 10. Who handled their last five tickets? Were those tickets resolved quickly or stuck in the queue? With an external tool, you'd need to cross-reference two systems manually. Most people don't.
No consistent timing. Quarterly survey blasts don't reflect what's actually happening in your queue. A bad month hidden inside a quiet quarter will average out to something acceptable. You need continuous collection to catch signal before it becomes a pattern.
No action path. Reading a list of detractor comments in a survey dashboard is one thing. Converting that comment into a Jira service recovery ticket — with traceability back to the original feedback — requires a completely separate workflow. The practical result: most detractor responses get read and forgotten.
What NPS Actually Measures
NPS (Net Promoter Score) asks one question: "On a scale of 0 to 10, how likely are you to recommend us to a colleague or friend?"
Responses are grouped into three categories:
- Promoters (9–10): Loyal customers likely to recommend you
- Passives (7–8): Satisfied but not enthusiastic
- Detractors (0–6): Unhappy customers who may actively discourage others
Your NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The result ranges from -100 to +100. A positive score is good; above 50 is excellent; below 0 means you have a real problem.
Unlike CSAT — which measures satisfaction with a specific transaction — NPS measures overall loyalty. Run both if you can: CSAT tells you which tickets went wrong, NPS tells you whether the pattern is affecting the relationship.
Setting Up NPS Collection in JSM
JSM's native satisfaction feature covers CSAT only. To collect NPS inside Jira, you need an app that can handle the 0-10 scale and the Promoter/Passive/Detractor calculation.
Myra includes a built-in NPS survey for every space — it's automatically generated when you install the app. You don't need to configure the question or the scoring logic; it ships ready to use with the 0-10 Number Pick scale and the NPS calculation strategy pre-set.
The NPS calculation strategy is what distinguishes NPS from a simple average. Rather than computing a mean, it groups responses into the three categories and computes your score as %Promoters - %Detractors. This matters because a 6 and an 8 are not equivalent — they represent fundamentally different customer relationships — and averaging them together obscures that.
Survey Scopes
Before you start collecting, decide where and when you want NPS triggered. Myra supports three survey scopes:
- Request scope: Feedback is tied to an individual support ticket. Useful for correlating NPS with specific request types or agents.
- Project scope: Feedback is collected on the portal page at the project level, not tied to a specific request.
- Public scope: Feedback can be collected anywhere by embedding Myra as a widget — on your website, your help centre, or any external page.
For NPS, project scope or request scope are the most common starting points for JSM teams. Request scope lets you understand which ticket types or queues produce detractors. Project scope gives you a broader, relationship-level signal.
Reading Your NPS Report
Once responses start coming in, the Reports tab becomes your command centre. Select the NPS survey from your feedback survey list and you'll see:
Total Responses — the raw volume. NPS is a percentage calculation, so response count matters. A score based on 12 responses and a score based on 300 responses should be weighted differently when you're drawing conclusions.
Feedback Score — your actual NPS, automatically calculated. This updates in real time as new responses arrive, so you're not waiting for a manual export.
Rolling Average Graph — the trend line. This is often more useful than the point-in-time score. If your NPS is 42 and trending down over three months, that's a different situation than an NPS of 42 that's been stable or improving.
Feedback Volume by Rating — the distribution of 0-10 responses. A score of 35 with 90% Promoters and 55% Passives is very different from a score of 35 with 60% Promoters and 25% Detractors. The distribution tells you which problem to solve.
Scroll down to the Feedback Items section for the full list of individual responses, including written comments. You can filter by date to isolate a specific period.
Turning Detractor Feedback into Jira Work
A detractor comment sitting in a report is a missed opportunity. Myra's bidirectional Jira connection is what closes that gap.
From the Actions menu next to any individual feedback item, you can:
- Create a linked issue — generates a new Jira ticket connected directly to this piece of feedback. Useful for service recovery tasks, escalations, or flagging a pattern for investigation.
- Link to an existing issue — attaches the feedback to a bug or feature request your team is already tracking.
The link goes both ways. Open the connected Jira issue and click the Myra button directly beneath the issue summary — the scores and comments from all linked feedback appear in a panel without switching tabs. Developers and agents working the ticket can see the customer context immediately.
What to Measure, and How Often
NPS is a relationship metric, not a transaction metric. A single data point tells you very little — trends are what matter.
Practical starting points:
- Review your NPS score monthly rather than quarterly. Monthly review gives you enough data to spot trends while staying close enough to the work to act.
- Segment by project. If you're running JSM across multiple teams or business units, look at NPS per project before looking at the aggregate. A healthy overall score can mask a serious problem in one corner of the organization.
- Pair NPS with CSAT. CSAT identifies which interactions went wrong; NPS tells you whether those interactions are affecting the relationship. They answer different questions and work better together.
The most common mistake is treating NPS as an annual health check. Run it continuously, review it consistently, and treat the trend line as the real number — not the snapshot.