Posting this for trial users. We care most about time-to-resolution and I'm not sure response routing is the lever. Talk me out of it?
We hit this too. Scoping CSAT surveys to self-serve users first made it manageable.
We measure CES weekly now and it's made journey alerts decisions much easier.
Same setup here. In our case it came down to CSAT surveys being too broad.
Worth checking your CES window. Ours was skewed until we narrowed it.