A satisfaction survey that no one answers is useless. This guide shows how to configure, encourage and use satisfaction data in GLPI.
Activating satisfaction surveys
Go to Configuration > General > Assistance:
- Enable satisfaction survey: Yes
- Sending deadline: time after closure (e.g. 2 days)
- Response deadline: time the user has to respond (e.g. 14 days)
- Sending rate: percentage of tickets that will receive the survey (100% = all)
Email template
Customize the survey email at Configuration > Notifications > Templates > Satisfaction. Include:
- Ticket number and title as reference
- Direct link to the survey (variable
##ticket.urlsatisfaction##) - Short, direct message ("How was your experience?")
Increasing the response rate
The average response rate for email satisfaction surveys is 10–20%. To improve:
- Use the Pending Survey module to block new tickets until the user responds
- Send the survey on the same day as closure (reduces "forgetting")
- Keep the survey simple (1 rating + 1 optional comment)
- Also notify via WhatsApp in addition to email
Using the data
In Assistance > Statistics, analyze:
- Satisfaction by technician: identify who needs training
- Satisfaction by category: identify problematic services
- Monthly trend: track whether satisfaction is improving or worsening
- Comments: read qualitative feedback
Next step
Combine satisfaction data with other Service Desk KPIs for a complete view of service quality.
