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Form and ratings

Choose the survey customers receive and how its ratings appear.

Open AdaptiveSurvey, select your project, then open Configure → Survey form. You need the AdaptiveSurvey - Configure project settings permission.

AdaptiveSurvey survey form settings in Jira Service Management with Question ratings, Experience indicators, rating scale, and Numbers or Stars options AdaptiveSurvey survey form settings in Jira Service Management with Question ratings, Experience indicators, rating scale, and Numbers or Stars options

Choose a form

Section titled “Choose a form”
  • Question ratings asks customers to rate each question separately, such as communication, responsiveness, or resolution quality.
  • Experience indicators asks for one overall rating, followed by selectable indicators that describe the customer’s experience. The available indicators depend on the rating.

Question ratings is selected by default. Follow the linked guide for your chosen form to customize its questions or indicators.

Rating scale

Section titled “Rating scale”

Choose 1 – 5 for a shorter scale, or 1 – 10 to give customers more rating options. The default is 1 – 10.

Rating style

Section titled “Rating style”

Choose how customers see the ratings:

  • Numbers displays numbered buttons.
  • Stars displays star buttons.

Both styles work with either scale. Numbers is selected by default.

Save your selection

Section titled “Save your selection”

Use Survey preview to check the form, then select Save. When choosing a different form, select Save and activate.

What comes next

Section titled “What comes next”

You can also enable Lost Time tracking to ask customers how much working time a request cost them.