You turned on satisfaction collection. Tickets resolve. Almost nobody rates them. That is one of the most common JSM CSAT failure modes — and it is usually a design problem, not a “customers don’t care” problem.
Symptoms
- Response rate stuck in the single digits
- Email survey open rates look fine; completions do not
- Portal users never see a survey in-product
- The same reporters get surveyed too often and start ignoring you
- Agents stop believing the scores because the sample is tiny
Root causes teams usually find
1. Email-only collection
Resolution mail competes with alerts, approvals, and noise. By the time someone opens it, the moment is gone. Portal-active requesters may never check that thread.
2. Timing that fights the reopen window
Ask too early and the issue is not really done. Ask too late and memory fades. Without a delay or reopen-aware rule, you either spam or miss.
3. Survey fatigue
High-volume requesters (VIP users, floor walkers, shared mailboxes) get a survey on every ticket. They learn to delete.
4. Friction in the ask
Multi-step redirects, login walls, or long forms kill completion. One-click or in-portal prompts outperform “please visit this link” more often than teams expect.
5. No operational ownership
If low scores never create work, agents correctly treat surveys as theater — and requesters feel that too.
What “fixed” looks like
A healthier response-rate posture usually combines:
- Portal prompts for portal users
- Email as a fallback, not the only channel
- Suppression / sampling rules for frequent reporters
- Short CSAT first; comments optional
- Visible follow-up when someone rates poorly
What to do next
Once you agree the problem is collection design — not “we need a prettier chart” — move to use cases for collecting CSAT in JSM, then decide whether a native feedback layer or an external survey tool fits.