Trying to get CES tracking right for enterprise accounts. The defaults don't quite fit. What did you change?
Have you tried routing it through Zendesk? Fixed the CSAT gap for us.
Spent a week on this. The fix was tying NPS surveys to the account owner field.
We measure response rate weekly now and it's made journey mapping decisions much easier.
Have you tried routing it through Marketo? Fixed the CSAT gap for us.