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CSAT surveys behaving oddly since we scaled past 5,000 accounts — ideas?

aisha_calvi_f7ecf

Posting this for self-serve users. We care most about time-to-resolution and I'm not sure CSAT surveys is the lever. Talk me out of it?

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Comments

felix_voss_fd548

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

bea_webb_6aa72

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

gus_akoto_ee58d

We measure NPS weekly now and it's made the in-app survey decisions much easier.

theo_okafor_0ea22

Same setup here. In our case it came down to auto-theming being too broad.

sofia_pratt_b7afc

+1. The Microsoft Teams step is where ours kept breaking.

nina_nair_9bea6

Have you tried routing it through HubSpot? Fixed the the health score gap for us.

paul_pratt_f897b

Curious what cadence you landed on. We over-asked and time-to-resolution tanked.