Trying to get journey mapping right for our SMB tier. The defaults don't quite fit. What did you change?
Same setup here. In our case it came down to session replay being too broad.
Have you tried routing it through Marketo? Fixed the CSAT gap for us.
Following. We're about to do the same thing for self-serve users.
Have you tried routing it through Jira? Fixed the time-to-resolution gap for us.
Worth checking your time-to-resolution window. Ours was skewed until we narrowed it.
We hit this too. Scoping CSAT surveys to renewals at risk first made it manageable.