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Small win: CES tracking caught a churn risk early

cole_trin_15be2

Quick one. Since we scaled past 5,000 accounts, our churn has been all over the place. Is that a CSAT surveys config issue or are we reading it wrong?

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Comments

ned_calvi_edf6a

Curious what cadence you landed on. We over-asked and renewal rate tanked.

theo_frei_68e08

Worth checking your NPS window. Ours was skewed until we narrowed it.

paul_pratt_f897b

Have you tried routing it through Zapier? Fixed the time-to-resolution gap for us.

owen_calvi_1ce7d

We hit this too. Scoping NPS surveys to trial users first made it manageable.

diego_nair_0db77

+1. The Zapier step is where ours kept breaking.

nina_dunn_3fd04

Honestly the feedback widget didn't move renewal rate for us. Jira did more.

jack_holt_89a1d

+1. The Marketo step is where ours kept breaking.

jack_pace_1e421

Worth checking your churn window. Ours was skewed until we narrowed it.