CINXE.COM

<!doctype html> <html data-n-head-ssr lang="en-us" data-n-head="%7B%22lang%22:%7B%22ssr%22:%22en-us%22%7D%7D"> <head> <meta data-n-head="ssr" charset="utf-8"><meta data-n-head="ssr" name="viewport" content="width=device-width,initial-scale=1"><meta data-n-head="ssr" data-hid="contentSecurityPolicy" http-equiv="Content-Security-Policy" content=" default-src 'self' https: http:; script-src 'self' 'unsafe-inline' 'unsafe-eval' https: http: *.googletagmanager.com *.mutinycdn.com; style-src 'self' 'unsafe-inline' https: http: https://fonts.googleapis.com; object-src https: http:; base-uri 'self'; connect-src 'self' https: http: wss: ws: *.google-analytics.com *.analytics.google.com *.googletagmanager.com *.mutinyhq.com *.mutinyhq.io *.mutinycdn.com; frame-src 'self' https: http:; img-src 'self' https: http: data: *.google-analytics.com *.googletagmanager.com *.mutinycdn.com; manifest-src 'self'; media-src 'self' https: http:; child-src 'self' blob: https: http:; font-src 'self' https: http: data:; "><meta data-n-head="ssr" data-hid="formatDetection" name="format-detection" content="telephone=no"><meta data-n-head="ssr" data-hid="msapplication-TileImage" name="msapplication-TileImage" content="/nuxt-images/ico/mstile-144x144.png?cache=20220414"><meta data-n-head="ssr" data-hid="msapplication-config" name="msapplication-config" content="/nuxt-images/ico/browserconfig.xml"><meta data-n-head="ssr" data-hid="robots" name="robots" content="index, follow"><meta data-n-head="ssr" data-hid="description" name="description" content="Customer Satisfaction"><meta data-n-head="ssr" data-hid="twitter:description" name="twitter:description" content="Customer Satisfaction"><meta data-n-head="ssr" data-hid="og:description" property="og:description" content="Customer Satisfaction"><meta data-n-head="ssr" data-hid="og:title" property="og:title" content="Customer Satisfaction"><meta data-n-head="ssr" data-hid="twitter:creator" name="twitter:creator" content="@Gitlab"><meta data-n-head="ssr" data-hid="twitter:site" name="twitter:site" content="@Gitlab"><meta data-n-head="ssr" data-hid="twitter:card" name="twitter:card" content="summary_large_image"><meta data-n-head="ssr" data-hid="twitter:image:alt" name="twitter:image:alt" content="undefined"><meta data-n-head="ssr" data-hid="og:image:alt" property="og:image:alt" content="undefined"><meta data-n-head="ssr" data-hid="og:url" name="og:url" content="https://about.gitlab.com/support/customer-satisfaction"><meta data-n-head="ssr" data-hid="og:type" property="og:type" content="article"><meta data-n-head="ssr" data-hid="twitter:title" name="twitter:title" content="Customer Satisfaction"><meta data-n-head="ssr" data-hid="twitter:image" name="twitter:image" content="https://about.gitlab.com/nuxt-images/open-graph/open-graph-gitlab.png"><meta data-n-head="ssr" data-hid="og:image" property="og:image" content="https://about.gitlab.com/nuxt-images/open-graph/open-graph-gitlab.png"><title>Customer Satisfaction | GitLab</title><link data-n-head="ssr" rel="shortcut icon" type="image/x-icon" href="/nuxt-images/ico/favicon.ico?cache=20220414"><link data-n-head="ssr" rel="icon" type="image/png" sizes="192x192" href="/nuxt-images/ico/favicon-192x192.png?cache=2022041"><link data-n-head="ssr" rel="icon" type="image/png" sizes="160x160" href="/nuxt-images/ico/favicon-160x160.png?cache=2022041"><link data-n-head="ssr" rel="icon" type="image/png" sizes="96x96" href="/nuxt-images/ico/favicon-96x96.png?cache=2022041"><link data-n-head="ssr" rel="icon" type="image/png" sizes="32x32" href="/nuxt-images/ico/favicon-32x32.png?cache=2022041"><link data-n-head="ssr" rel="icon" type="image/png" sizes="16x16" href="/nuxt-images/ico/favicon-16x16.png?cache=2022041"><link data-n-head="ssr" rel="apple-touch-icon" sizes="57x57" href="/nuxt-images/ico/apple-touch-icon-57x57.png?cache=2022041"><link data-n-head="ssr" rel="apple-touch-icon" sizes="60x60" href="/nuxt-images/ico/apple-touch-icon-60x60.png?cache=2022041"><link data-n-head="ssr" rel="apple-touch-icon" sizes="72x72" href="/nuxt-images/ico/apple-touch-icon-72x72.png?cache=2022041"><link data-n-head="ssr" rel="apple-touch-icon" sizes="76x76" href="/nuxt-images/ico/apple-touch-icon-76x76.png?cache=2022041"><link data-n-head="ssr" rel="apple-touch-icon" sizes="114x114" href="/nuxt-images/ico/apple-touch-icon-114x114.png?cache=2022041"><link data-n-head="ssr" rel="apple-touch-icon" sizes="120x120" href="/nuxt-images/ico/apple-touch-icon-120x120.png?cache=2022041"><link data-n-head="ssr" rel="apple-touch-icon" sizes="144x144" href="/nuxt-images/ico/apple-touch-icon-144x144.png?cache=2022041"><link data-n-head="ssr" rel="apple-touch-icon" sizes="152x152" href="/nuxt-images/ico/apple-touch-icon-152x152.png?cache=2022041"><link data-n-head="ssr" rel="apple-touch-icon" sizes="180x180" href="/nuxt-images/ico/apple-touch-icon-180x180.png?cache=2022041"><link data-n-head="ssr" rel="alternate" type="application/atom+xml" title="Blog" href="/atom.xml"><link data-n-head="ssr" rel="alternate" type="application/atom+xml" title="All Releases" href="/all-releases.xml"><link data-n-head="ssr" rel="alternate" type="application/atom+xml" title="Security Releases" href="/security-releases.xml"><link data-n-head="ssr" rel="alternate" type="application/atom+xml" title="Major Releases" href="/releases.xml"><link data-n-head="ssr" rel="canonical" href="https://about.gitlab.com/support/customer-satisfaction/"><script data-n-head="ssr" data-hid="oneTrustSDK" src="https://cdn.cookielaw.org/scripttemplates/otSDKStub.js" type="text/javascript" charset="utf-8" data-domain-script="7f944245-c5cd-4eed-a90e-dd955adfdd08" defer></script><script data-n-head="ssr" src="https://cdn.cookielaw.org/consent/7f944245-c5cd-4eed-a90e-dd955adfdd08.js" type="text/javascript" charset="UTF-8" defer></script><script data-n-head="ssr" data-hid="oneTrustAutoBlocking" src="https://cdn.cookielaw.org/consent/7f944245-c5cd-4eed-a90e-dd955adfdd08/OtAutoBlock.js" type="text/javascript" defer></script><script data-n-head="ssr" data-hid="oneTrustGeolocation" src="https://geolocation.onetrust.com/cookieconsentpub/v1/geo/location/geofeed" type="text/javascript" defer></script><script data-n-head="ssr" data-hid="mutiny">!function(){var i,n,c=window.mutiny=window.mutiny||{};window.mutiny.client||(c.client={_queue:{}},i=["identify","trackConversion"],n=[].concat(i,["defaultOptOut","optOut","optIn"]),n.forEach(function(n){var u;c.client[n]=(u=n,function(){for(var n=arguments.length,t=new Array(n),e=0;e<n;e++)t[e]=arguments[e];if(c.client._queue[u]=c.client._queue[u]||[],i.includes(u))return new Promise(function(n,e){c.client._queue[u].push({args:t,resolve:n,reject:e})});c.client._queue[u].push({args:t})})}))}()</script><script data-n-head="ssr" data-hid="mutiny-script" src="https://client-registry.mutinycdn.com/personalize/client/c18972324098ea25.js" data-cfasync="false"></script><script data-n-head="ssr" data-hid="gtagConsent" defer>function gtag(){dataLayer.push(arguments)}window.dataLayer=window.dataLayer||[];const defaultConsents=window.dataLayer.filter(a=>a.length&&0<=Array.from(a).indexOf("default"));defaultConsents.length<=2&&(gtag("consent","default",{analytics_storage:"granted",ad_storage:"granted",ad_user_data:"granted",functionality_storage:"granted",ad_personalization:"granted",wait_for_update:500}),gtag("consent","default",{analytics_storage:"denied",ad_storage:"denied",ad_user_data:"denied",functionality_storage:"denied",region:["AT","BE","BG","HR","CY","CZ","DK","EE","FI","FR","DE","GR","HU","IE","IT","LV","LT","LU","MT","NL","PL","PT","RO","SK","SI","ES","SE","IS","LI","NO","RU","GB","PE","CO","KR","CA-QC"],ad_personalization:"denied",wait_for_update:500})),window.geofeed=a=>{dataLayer.push({event:"OneTrustCountryLoad",oneTrustCountryId:a.country.toString(),oneTrustStateId:a.state?.toString()})}</script><script data-n-head="ssr" data-hid="bizible" src="//cdn.bizible.com/scripts/bizible.js" defer type="text/javascript"></script><script data-n-head="ssr" data-hid="munchkin" src="//munchkin.marketo.net/munchkin.js" defer type="text/javascript"></script><script data-n-head="ssr" src="https://extend.vimeocdn.com/ga/115027220.js" defer type="text/javascript"></script><script data-n-head="ssr" data-hid="schemaOrg" type="application/ld+json">{"@context":"https://schema.org","@type":"Corporation","name":"GitLab","legalName":"GitLab Inc.","tickerSymbol":"GTLB","url":"https://about.gitlab.com","logo":"https://gitlab.com/gitlab-com/gitlab-artwork/raw/master/logo/logo.png","description":"Customer Satisfaction","foundingDate":"2011","founders":[{"@type":"Person","name":"Sid Sijbrandij"},{"@type":"Person","name":"Dmitriy Zaporozhets"}],"slogan":"Our mission is to change all creative work from read-only to read-write so that everyone can contribute.","address":{"@type":"PostalAddress","streetAddress":"268 Bush Street #350","addressLocality":"San Francisco","addressRegion":"CA","postalCode":"94104","addressCountry":"USA"},"awards":"Comparably's Best Engineering Team 2021, 2021 Gartner Magic Quadrant for Application Security Testing - Challenger, DevOps Dozen award for the Best DevOps Solution Provider for 2019, 451 Firestarter Award from 451 Research","knowsAbout":[{"@type":"Thing","name":"DevOps"},{"@type":"Thing","name":"CI/CD"},{"@type":"Thing","name":"DevSecOps"},{"@type":"Thing","name":"GitOps"},{"@type":"Thing","name":"DevOps Platform"}],"sameAs":["https://www.facebook.com/gitlab","https://twitter.com/gitlab","https://www.linkedin.com/company/gitlab-com","https://www.youtube.com/channel/UCnMGQ8QHMAnVIsI3xJrihhg"]}</script><link rel="preload" href="/_nuxt/4de09ee.js" as="script"><link rel="preload" href="/_nuxt/110ef39.js" as="script"><link rel="preload" href="/_nuxt/css/b23c8b5.css" as="style"><link rel="preload" href="/_nuxt/e74f6c7.js" as="script"><link rel="preload" href="/_nuxt/css/73686f3.css" as="style"><link rel="preload" href="/_nuxt/226b37f.js" as="script"><link rel="preload" href="/_nuxt/css/6712571.css" as="style"><link rel="preload" href="/_nuxt/9afea11.js" as="script"><link rel="stylesheet" href="/_nuxt/css/b23c8b5.css"><link rel="stylesheet" href="/_nuxt/css/73686f3.css"><link rel="stylesheet" href="/_nuxt/css/6712571.css"><link rel="preload" href="/_nuxt/static/1739809562/support/customer-satisfaction/state.js" as="script"><link rel="preload" href="/_nuxt/static/1739809562/support/customer-satisfaction/payload.js" as="script"><link rel="preload" href="/_nuxt/static/1739809562/manifest.js" as="script"> </head> <body> <div data-server-rendered="true" id="__nuxt"><div id="__layout"><div class="grid-wrapper" data-v-a2f714dc> <div data-fetch-key="SlpNavigationHOC:0" class="nav-hoc" data-v-a2f714dc></div> <div data-fetch-key="data-v-746c1051:0" class="banner banner" data-v-746c1051 data-v-a2f714dc><div class="mobile" data-v-746c1051><a href="/partners/technology-partners/aws/#interest" data-ga-name="ai driven devsecops" data-ga-location="header" class="pill" data-v-746c1051><div class="pill-content" data-v-746c1051><img src="/nuxt-images/solutions/ai/icons/eyebrow-two.svg" alt data-v-746c1051> <span class="slp-text-body3-bold" data-v-04d836f5 data-v-746c1051> New: GitLab Duo with Amazon Q </span> <div role="img" aria-hidden="true" class="slp-icon slp-icon--color-color-text-300" style="color:color-text-300;width:16px;height:16px" data-v-e356681a data-v-746c1051><div data-v-e356681a><svg width="16" height="16" viewBox="0 0 16 16" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M10.159 10.72a.75.75 0 101.06 1.06l3.25-3.25L15 8l-.53-.53-3.25-3.25a.75.75 0 00-1.061 1.06l1.97 1.97H1.75a.75.75 0 100 1.5h10.379l-1.97 1.97z"/></svg></div></div></div></a></div> <a href="/partners/technology-partners/aws/#interest" data-ga-name="ai driven devsecops" data-ga-location="header" class="desktop" data-v-746c1051><div class="wrapper" data-v-746c1051><img preload src="/nuxt-images/banner/gitlab-duo-amazon-q.svg" alt class="slp-ml-24" data-v-746c1051> <button type="button" class="slp-btn cta slp-btn-tertiary" data-v-fc97310c data-v-746c1051> AI-driven DevSecOps. <div role="img" aria-hidden="true" class="slp-icon slp-ml-8 arrow-icon slp-icon--color-color-text-300" style="color:color-text-300;width:16px;height:16px" data-v-e356681a data-v-746c1051><div data-v-e356681a><svg width="16" height="16" viewBox="0 0 16 16" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M10.159 10.72a.75.75 0 101.06 1.06l3.25-3.25L15 8l-.53-.53-3.25-3.25a.75.75 0 00-1.061 1.06l1.97 1.97H1.75a.75.75 0 100 1.5h10.379l-1.97 1.97z"/></svg></div></div></button></div></a></div> <section data-v-a2f714dc><div role="main" class="slp-container slp-mb-96" data-v-02ffdf7e data-v-f2efa2fe data-v-a2f714dc><section class="support-hero slp-my-64 slp-my-md-96" data-v-67d0fd54 data-v-f2efa2fe><h1 class="support-hero__title slp-mb-32 slp-text-heading1-bold" data-v-04d836f5 data-v-67d0fd54>Customer Satisfaction</h1> <hr class="slp-hr" data-v-092a6e4c data-v-67d0fd54> </section> <div data-v-495d6e81 data-v-f2efa2fe><div id="collapsible-sidebar-wrapper" data-v-495d6e81><div id="collapsible-sidebar-content" data-v-495d6e81><div class="slp-position-relative" data-v-25030a96 data-v-f2efa2fe><div class="container" data-v-25030a96><div class="copy" data-v-25030a96><div class="slp-row slp-flex slp-flex-column" data-v-2d4c763f data-v-25030a96><div class="slp-col-md-12" data-v-7737f7b0 data-v-25030a96><div data-v-7737f7b0 data-v-25030a96><div class="header__gradient" data-v-7737f7b0 data-v-25030a96></div> <div class="header__anchor slp-mb-48 slp-mt-16" data-v-7737f7b0 data-v-25030a96><h2 id="ticket-satisfaction-survey" class="title slp-text-heading2-bold" data-v-04d836f5 data-v-25030a96>Ticket satisfaction survey </h2> <a href="/support/customer-satisfaction#ticket-satisfaction-survey" data-test="ty" data-v-25030a96><div role="img" aria-hidden="true" alt="Anchor Icon" class="slp-icon slp-ml-16 slp-icon--color-text-link-100" style="color:color-text-300;width:16px;height:16px" data-v-e356681a data-v-25030a96><div data-v-e356681a><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16"><path fill="currentColor" fill-rule="evenodd" d="M9.683 6.676l-.047-.048C8.27 5.26 6.07 5.243 4.726 6.588l-2.29 2.29c-1.344 1.344-1.328 3.544.04 4.91 1.366 1.368 3.564 1.385 4.908.04l1.753-1.752c-.695.074-1.457-.078-2.176-.444L5.934 12.66c-.634.634-1.67.625-2.312-.017a1.637 1.637 0 01-.017-2.312L6.035 7.9c.634-.634 1.67-.625 2.312.017.024.024.048.05.07.075l.003-.002c.36.36.943.366 1.3.01a.922.922 0 00-.01-1.3l-.027-.024zM6.58 9.586l.048.05c1.367 1.366 3.565 1.384 4.91.04l2.29-2.292c1.344-1.343 1.328-3.542-.04-4.91-1.366-1.366-3.564-1.384-4.908-.04L7.127 4.187c.695-.074 1.457.078 2.176.444l1.028-1.027c.635-.634 1.67-.624 2.313.017.643.644.652 1.678.018 2.312l-2.43 2.432c-.635.634-1.67.624-2.313-.018a1.636 1.636 0 01-.07-.075l-.003.004a.918.918 0 00-1.3-.01.922.922 0 00.01 1.3c.01.007.018.015.027.023z"/></svg></div></div></a></div></div>   <div class="copy__body" data-v-7737f7b0 data-v-25030a96><div class="slp-mb-32 slp-text-body1" data-v-04d836f5 data-v-25030a96><div data-v-04d836f5 data-v-25030a96><p>24 hours after a ticket is Solved or automatically closed due to a lack of activity, a Customer Satisfaction survey will be sent out.</p> <p>We track responses to these surveys through Zendesk with a target of 95% customer satisfaction.</p> <p>Support Management regularly reviews responses, and may contact customers who leave negative reviews for more context.</p> <h3 id="how-is-support-doing">How is Support doing? <a class="header-anchor" href="#how-is-support-doing" aria-hidden="true"><svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M12.2426 3.75736C11.4615 2.97631 10.1952 2.97631 9.41416 3.75736L7.99995 5.17157C7.60942 5.56209 6.97626 5.56209 6.58573 5.17157C6.19521 4.78105 6.19521 4.14788 6.58573 3.75736L7.99995 2.34314C9.56205 0.781046 12.0947 0.781046 13.6568 2.34314C15.2189 3.90524 15.2189 6.4379 13.6568 8L12.2426 9.41421C11.8521 9.80473 11.2189 9.80473 10.8284 9.41421C10.4379 9.02369 10.4379 8.39052 10.8284 8L12.2426 6.58578C13.0236 5.80473 13.0236 4.5384 12.2426 3.75736Z" fill="#333333"/><path d="M10.5355 5.4645C10.926 5.85502 10.926 6.48819 10.5355 6.87871L6.87863 10.5356C6.4881 10.9261 5.85494 10.9261 5.46441 10.5356C5.07389 10.145 5.07389 9.51188 5.46441 9.12135L9.12127 5.4645C9.51179 5.07397 10.145 5.07397 10.5355 5.4645Z" fill="#333333"/><path d="M3.75742 9.41422C2.97637 10.1953 2.97637 11.4616 3.75742 12.2426C4.53847 13.0237 5.8048 13.0237 6.58584 12.2426L8.00006 10.8284C8.39058 10.4379 9.02375 10.4379 9.41427 10.8284C9.8048 11.219 9.8048 11.8521 9.41427 12.2426L8.00006 13.6569C6.43796 15.219 3.9053 15.219 2.3432 13.6569C0.781107 12.0948 0.781107 9.56211 2.3432 8.00001L3.75742 6.5858C4.14794 6.19527 4.78111 6.19527 5.17163 6.5858C5.56216 6.97632 5.56215 7.60948 5.17163 8.00001L3.75742 9.41422Z" fill="#333333"/></svg></a></h3> <p>In the spirit of <a href="https://about.gitlab.com/why-gitlab" data-ga-name="why gitlab" data-ga-location="body">"Is it any good?"</a> and GitLab's Value of <a href="/handbook/values/#transparency">Transparency</a> GitLab Support publishes its performance indicators publicly.</p> <ul> <li> <p><a href="/handbook/support/performance-indicators/">Customer Support Performance Indicators</a></p> </li> <li> <p><a href="/handbook/support/performance-indicators/#support-satisfaction-ssat">Satisfaction with Support</a></p> </li> <li> <p><a href="/handbook/support/performance-indicators/#service-level-agreement-sla">SLA Achievement</a></p> </li> </ul> </div></div></div></div></div></div></div></div></div><section id="collapsible-sidebar" data-v-495d6e81><div class="anchors" data-v-495d6e81><div class="nav-heading slp-text-body3-bold" data-v-04d836f5 data-v-495d6e81>On this page</div><div class="depth-0" data-v-2c4a6705 data-v-495d6e81><div class="depth-1" data-v-2c4a6705 data-v-2c4a6705><a href="#ticket-satisfaction-survey" data-ga-name="" data-ga-location="" class="anchor" data-v-2c4a6705>Ticket satisfaction survey</a></div><div class="depth-1" data-v-2c4a6705 data-v-2c4a6705><a href="#how-is-support-doing" data-ga-name="" data-ga-location="" class="anchor" data-v-2c4a6705>How is Support doing?</a></div></div></div><div data-v-495d6e81 data-v-f2efa2fe><div class="nav-heading slp-text-body3-bold" style="display:none" data-v-04d836f5 data-v-f2efa2fe></div> </div></section></div></div></div></section> <section data-fetch-key="SlpFooterHOC:0" data-v-a2f714dc></section></div></div></div><script defer src="/_nuxt/static/1739809562/support/customer-satisfaction/state.js"></script><script src="/_nuxt/4de09ee.js" defer></script><script src="/_nuxt/9afea11.js" defer></script><script src="/_nuxt/110ef39.js" defer></script><script src="/_nuxt/e74f6c7.js" defer></script><script src="/_nuxt/226b37f.js" defer></script> </body> </html>