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Replace SSAT with CES in our support systems

Problem Statement

What is the problem?

We as an organization wish to move away from SSAT/CSAT surveys to that of a CES (Customer Effort Score) system.

Proposal

Move to using CES surveys instead of SSAT/CSAT surveys. This should integrate with the support systems in a way that enables metric reporting on both the satisfaction level and overall CES score (if possible).

This will use a custom made form with the following questions:

  • Question 1 (required): Thinking about your recent experience of creating and working on a ticket, how easy was it to work with GitLab Customer Support?
    • Options:
      • Extremely easy (CES score 7, ZD rating good)
      • Very easy (CES score 6, ZD rating good)
      • Somewhat easy (CES score 5, ZD rating good)
      • Neutral (CES score 4, ZD rating bad)
      • Somewhat difficult (CES score 3, ZD rating bad)
      • Very difficult (CES score 2, ZD rating bad)
      • Extremely difficult (CES score 1, ZD rating bad)
  • Question 2 (optional): What would make working on a ticket with GitLab Customer Support easier?
    • Open ended question

If the customer chooses not to enter anything in the freeform text box, it will show as Undefined in the resulting issue.

The rollout method will be a complete one, meaning it will apply to both support instances and become a 1:1 replacement of SSAT/CSAT

This should still utilize feedback issues like SSAT/CSAT does currently

DRI

@vparsons will act as the DRI for this issue.

Required Resources

  • Readiness development
  • ZD changes
  • Possible some workflow changes

Potential Roadblocks/Things to consider

  • This should be done in a way that a quick reversion can be done should this not work out well

Related Issues/MRs/Epics/Tickets

Edited by Val Parsons