What is the likelihood that you would recommend our product(s) to someone?

That was the only question we asked in our first ever Net Promoter survey last week, a survey that measures customer satisfaction. Of the 500 people we sent the survey to, 40% responded… w00t! That’s an amazing percentage, esp. considering that we didn’t offer any incentive such as a drawing for an iPhone.
More interesting than the NPS score (52) is the feedback we received. The overwhelming majority (183) gave us positive feedback and said they were quite likely to recommend our products. Sixteen respondents told us we could do better. We have our work cut out for us. Our director of product management will be calling all the people who gave us low scores to talk about the products, and he’ll be touching base with many of our promoters, too.
Over the next 3-6 months, Atlassian will be releasing new versions of all of our products, including features that I believe will address some of the issues mentioned below. We’ll repeat the survey next quarter. And, of course, we’ll blog the results again.
To protect people’s privacy, I’ve taken out any mention of customer names, otherwise the feedback is unedited— all 100+ comments (the praise and the problems) are pasted below in the order they were received:

jira – a great issue tracking tool. confluence, the best choice for enterprise wiki solution. you should push confluence 3.0 development with refurbished UI like a clean wordpress-like templating engine.
We really haven’t had time to fully assess the product. Ask again in six months. But my first comment is that having the “comment” section in Confluence at the end of the page is not where i, or my team, want it. I think it should be at the top as a tab on the originating page ala Mediawiki.

I love the integration between all the products, crucible, fish-eye, Jira, confulence. It’s wonderful

Done so, a few times, already 😉 As a (test)consultant I often see that in most cases issue registration is less then perfect…

Yes as an issue management tool, Jira is highly recommendable. Working with major financial institutions we have noticed that our clients are more and more interested in maintaining their business processes in Jira as well,to do this functionality still registered as open issues and improvements for Jira needs to be implemented. Managing different priority’s, statuses, and resolutions for different projects in an instance as well as good reporting functionality is a must have. Besides that the need for better back-up and restore functionalities as well as better support for Attachments and an integrity system to check the back-ups in Jira to the attachments on the file system would be a major addition for us and our clients that use Jira.

[Our company] uses multiple Atlaian tools. We made Jira the center of our company as we manage many aspects of the day-to-day using the software. Atlassian tools have helped us immensely in becoming CMMI level 3 organization.

I love open source, and rarely I recommend commercial software, but you are the exception. Jira, Confluence and Fisheye are the best products in their categories, by far.

Simple, elegant, expandable and so easy to configure, our consultants are always ready to recommend Jira as a solution to our customers needs.

(if you’re feed reader cuts off this blog post here, you should visit the blog to see the full list)

Introduction to Atlassian with Confluence which I introduced into the company. Very happy with the product, with the support, and also the evaluation phase (no hassles prolonging license for a few months). Have subsequently introduced Bamboo into the company, and Jira is on the point of being introduced. Lots of interesting information on your various company blogs + involvement in community events gives me confidence in your products.

I have used Confluence at each of my last 3 jobs, and it has been a success each time. I was the one who purchased Confluence at the last two jobs (including my current position). Confluence is great in many ways, and I’ve been very happy with Atlassian support. However, Confluence has an Achilles heel – the rich text editor. I’m a big Jira fan too, but I’ve only used it at one job, and don’t currently have a license. I haven’t tried the other Atlassian products yet, but hope to someday. I have a Confluence personal license at home, and I find it to be very useful for managing household information.

Crowd and Confluence products not mature enough. Memory leaks and feature unavailability in have been a constant issue. response times for support has been lacking and answers generally unhelpful.

So far have been very happy with the products, only concern I have is emails don’t get answered right away there has been a 1 or 2 day lag.

Jira is the best issue tracking tool. Period!

jira and confluence allowed us to grow as a company in providing us with great tools for workflow, itil and documentation.

Jira is a great product that helped us a lot to organize our issues and optimize our workflow. It includes everything we needed out of the box and it’s very stable.

Still the best business wiki on the market

The software worked well with confluence however the changes between 2.7(?) and 3.0 were fairly grand and there was a big learning curve there.

Jira integrates well with all the other systems I need to use. I’m looking forward to Bamboo 2.0, it would be great if you had some kind of test case management system you integrated better with – I use SpiraTest right now and the integration they’ve developed is a bit flaky, but Jira’s priced very reasonably and it does everything I could ask of it.

It has already proved to be a useful tool in our day to day work. I am actually already praising Jira to others in the IT business.

I’d like to see clearer notifications and richer user interface. Also, sometime the Application server goes down. Not often, but it does.

Overall I’m very happy about Bamboo/Clover/Fisheye/Crucible products and support. I rated a 9, as I feel the Clover/Maven integration can be improved (as already suggested, eg by providing the generated maven plugin documentation).

Jira, Fisheye and Crucible are valuable tools for my company. We would not be able to run the software development lifecycle efficiently without them

Jira and Confluence are two products absolutely critical to the business of [my company].

We bought Jira first and we were really happy of it. So then we decided to buy your other tools, included Crowd as we though it would integrate easily. But the result is that the integration is not easy at all, and we still have problems with it. When I buy tools that come from the same company and the company advertise on there easy integration, I would expect that it works. It seams to me that some integration where not tested carefully.

Jira: the configuration and adaption to a project is not easy and could be improved e.g. by providing a couple of templates

Good in issue tracking. Will help if you can add more features on project tracking.

Very thorough product, very neat, customizable and easy to use
Jira and Confluence are just the tools anyone can need in an agile development environment !

Not only did I recommend Jira and Confluence to my current employer for internal operations, I’ve also recommended Confluence as an OEM product for inclusion in virtual learning platforms. In addition, I’ve recommended Jira to several of our customers, at least two of whom are now using it. I’m seriously thinking about leaving my current job and going into full-time Jira consulting, if I can find enough work in Melbourne (and if the [my employer] stop beating me up!)

The combination of Jira and Confluence can be awesome although there are some specific requests for improvements that are not being addressed.

This is a good product but lots of people do not understand very well advantages of continuous integration

It’s great the support about issue tracking. But about the effort required to resolve the issue is at least very different to what we have in mind. We want not to mix sub-task with issues in the reports and in the Workflow. Every sub-task should be only open or done.

I would include more comprehensive support for large scale enterprise customers. Running Confluence/JIRA for an enterprise, I find a lot of problems or improvements that can be slow to product when they would be very useful for the thousands that would be using the product at a company such as [mine].

Very happy with Confluence overall — main request is for a more robust/non-destructive WYSIWG editor (so I don’t have to push power users to wiki markup immediately — see Google Sites functionality for example).

Confluence is a great product. We have been using it for over 3 years and are extremely happy with it. I love that there is a plug-in system. I’m especially happy with the hosted-enterprise service. The support both from yourselves and Contegix has been more than top-notch.

I have used Atlassian’s products for 5 years and have purchased them for every company I’ve worked for since. I could not imagine running a software project without them.

some of our users are having trouble w/ Jira in Mac Safari

So far the product has been a great low cost solution. We are happy to use Jira. The only thing we wished there were more of is reporting tools.

Easy installation, reliable product, centralized all project management and defect tracking literally overnight. We’ll almost certainly be purchasing fisheye and crucible following our recent evaluation.

Excellent functionality at a very reasonable price. Wide-range of plug-ins that provide very useful additional functionality. First-class on-line documentation, user-community and technical support.
Do not yet have enough experience

The configurability, extensibility and architectural elegance of Jira is awesome and I’ll definitely recommend it to anyone who will listen. Confluence will be a 6 since it still has a lot to be desired e.g. the wiki editor support was removed and the wysiwyg is not that great.

Initial setup for integration with Crowd is somewhat tedious, otherwise great products which are quick to setup, and almost always have a slick user interface.

Considering major vendors like IBM charge you for the privilege of using their software, the Atlassian pricing model is far more accessible, plus you have the ability to extend and customise the products via plugins and existing configuration settings

Works well and does the job.

The product we use, Fisheye, feature wise is fine but the performance is terrible, sometimes minutes waiting for a view to load.

In our development projects for our clients, it’s almost mandatory to use your world-class products! We are very commited to present the benefits to our clients! It’s a pity that they aren’t open-source, but you cannot have it all 🙂

I would recommend all of the Atlassian/Cenqua products we use. In fact we have recommended Jira to a number of partners in favour of their home baked support ticket systems. However I would only recommend them in instances where the company has experienced developers as configuration often requires manual editing of XML files, deploying JARs and other knowledge of Java infrastructure. This is particularly true when trying to integrate products such as sharing users between Jira and Confluence, adding Crowd support to the suite etc. Although I admit these manual tweaks are decreasing, I would not consider any Atlassian product an ‘out of the box’ solution. As they are ‘Enterprise’ applications this is not too big an issue for our organisation but it put off one of our partners who is a .NET shop. My only other reason for not recommending would be the issue of time differences. Australia, US and Asia are all well covered but Europe is not. Even to discuss our latest purchase with a sales rep I had to stay behind late waiting for 9am to arrive in west coast of the US.

Easy setup, we were up and running within a couple of minutes. Intuitive and good looking UI. However, there are some features I really would like to see implemented. For example, more options for builder configuration (e.g. arbitrary number of commands), timeout for long running builds, trigger a build using a specific SVN revision. Also, it would be nice with a better Checkstyle plugin (maybe one developed by Atlassian)

We just started to formally use your tools for our extended team (50+ people) and think it is pretty strong, we just need to iron out some processes that go along with it…

We didn’t evaluate other code review tools, but the previously Cenqua tools have been quite helpful to us.

Confluence is just a very cool product. We have only been scratching the surface so far and hope to continue in the future. About Jira not everybody in our company is convinced yet. I’m still pushing on that front.

The Atlassian Jira, Confluence, Bamboo and Crowd tools have proven to be very valuable to our company. More ease of use in the customization and a little more detail in the Work Flow creation for Jira would be helpful but overall the products are fantastic.

We use a variety of Atlassian products and I do strongly recommend them to others.

I like the product so far. Still learning.

We’re really happy with Jira and have already recommended it to a local mobile operator. 🙂 However, Confluence seems to be somewhat behind. The documentation is extensive, but then again, lacks clear expression on some details that may turn your installation unusable. The usability is always hard to aim, but the missing or strangely implemented security features (and at the same time it claims to be “enterprise wiki”) I can’t be that forgiving. I know they are different products, but Jira makes Confluence look weak, if I may say so. Yet Confluence is better than any of the other wikis I’ve had to use.

I like the functionality and look&feel. In cases we needed support it was there as well. I don’t like the documentation, I think it is still lacking in many parts.

I already have. I started using the suite for my open source OpenEMR project. I have suggested it from there to several paying clients. A couple of which I know now own enterprise licenses for the software.

I think it’s a great product. One thing that bothers me is the usability, in terms of workflow. Whenever I want to administer or edit something I’m looking at (say, a version in a project, a project itself, a user, etc.) I always have to bend over backwards in order to find that screen where I’m allowed to change/edit it. If I’m already looking at something and want to change it, and have the permissions to change it, why can I not edit it in place?

It’s so powerful for the price. We love it.

Jira is really fine but some functionalities are still missing

Very pleased with Confluence and are getting ready to move Jira into production.

Bamboo is powerful and useful software. It currently has a few rough edges here and there, but I’m confident that those will be smoothed out eventually. (We are running Bamboo 1.2.2. on an Intel-Mac building C++ apps using xcodebuild. Also interested in updating to the non-Beta 2.0 later on for the distributed build feature to also get our PC- and Sun-builds “under the same roof”.)

The product lineup seems a bit expensive, when considering the existence of somewhat comparable free competitors. Bamboo, for example, is only just moving to the “necessary” column for most people. Configuration could very much be simplified. I should not have to deal with more then one file. RPMs, or at least Init scripts for Linux should be standard. A “meta” application which simplifies control, administration, and integration of the collective products would be amazing.

Both Jira and Confluence I’d recommend, especially as they can be tied together using Crowd. In the rare case that I wouldn’t recommend it would be where good forum solutions are needed. This is the only serious minus that I can see in an otherwise complete collaboration suite.

Jira has been excellent for us. It installed out of the box and has worked ever since. The best recommendation is that our engineers actually use it.

Great product at a great price. I love the ease of use for both Administrative groups and our general user groups for Confluence

I’ve used lots of tools – but Jira is great because of all the flexibility for customizations built in to the UI. Bugzilla was impossible to add fields too. However, the best part is the release management and direct connect to SVN. This has helped a lot. Only thing missing is a way to identify which environment I’ve deployed a build to. Would be nice to be able to look at a build and see if I’ve put it on my dev, qa, stage or production servers.

Atlassian products work really well, they can be easily installed. Just great!

Great products!

Best of breed wiki. Great integration of wiki and issue tracker, along with source code control.
Feature set is good but I would say that you never get a Confluence upgrade without something breaking. And it’s slow. Jira seems much more reliable but can be overly complex.

I’ve been using jira for last 2 years or so. Key factors for me in convincing company to go with Jira were: – openness of the system. Source code availability is key factor – good quality of the software, comparing to bugzilla or other opensource alternatives – quite reliable update schedule – reasonable pricing so my plan is to keep using jira at current company and continue its recommendation as bug tracking system in the future

I the issue tracking market, I haven’t seen any that compare to Jira. It’s kind of the default if you can afford it.

Most products are fine but lacking some much needed extra functionality (crowd: nested ldap groups, jira / confluence: beter standalone LDAP support without crowd)

I’ve used Jira and Confluence, and consider both excellent tools. I would recommend to anyone looking for a wiki or issue tracking system.

Well build, well thought out, well priced.

A good tool, very extensible and with a simple setup.

great products, value for money, open issue tracking system (doh) we use bamboo, jira, fisheye, considering confluence… we’re fans of your group!

I tend to use open source software for most things. I like to avoid vendor lock-in and saving money is nice, too. Atlassian products are well worth their money and the support, which I’ve only had to use on rare occasions, was excellent. Much better than spending 3 days combing Usenet.
The products work very well, and are becoming more integrated (which is nice). If there was a kink in the armor, it would be in the area of Project and Resource mgmt. Otherwise, very good value.

We love your software and your guys!

Great products, but don’t know anyone that needs a tool like your offerings at this time.
I think your products are very easy to use. I will help a whole lot if you can add a live hotline, even if we have to pay for it.

I like it, but at $1,200, it’s a bit expensive.

Does what it says and the supports great

would be 10 but I am very frustrated with your support mechanisms. the online support is never online (says 1 in queue but take 15 attempts to get a live person.) and you do a very bad job at supporting custom additions to the product. Last of all you do not add based on customer feedback. Many outstanding requests from 2 + years ago have not been acted upon most of which are important to this type of product.

Jira is a super bug & issue tracking tool

It’s an excellent product, can be a little complicated (for a starter) ie setting up the Dashboard but once that’s out the way, it’s one Excellent product.

Looks quite good, just don’t have enough experience yet to say all that much

I was an administrator at a previous company, and brought them in here.

great flexible product.

From what I have seen in the prodcuts I have used – it’s all great – wonderful forums & Q&A also.

Phew! Thanks for all that feedback. Next week we start contacting many of the respondents that gave us permission to contact them to learn more about what they had to say.

Your Feedback… Unedited...