Quick one. Since we scaled past 5,000 accounts, our response rate has been all over the place. Is that a NPS surveys config issue or are we reading it wrong?
Curious what cadence you landed on. We over-asked and renewal rate tanked.
Honestly CES tracking didn't move renewal rate for us. Salesforce did more.
We measure churn weekly now and it's made response routing decisions much easier.
Worth checking your renewal rate window. Ours was skewed until we narrowed it.
Spent a week on this. The fix was tying the in-app survey to the account owner field.
Following. We're about to do the same thing for self-serve users.
