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response routing behaving oddly since volume tripled after launch — ideas?

liam_holt_778ba

We measured response rate before and after turning on CSAT surveys. The result surprised us. Anyone seen the same?

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Response Routing

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cole_holt_8c8ad

Honestly auto-theming didn't move churn for us. Zendesk did more.

dana_mehta_526f0

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

paul_pratt_f897b

Same setup here. In our case it came down to NPS surveys being too broad.

wade_okafor_86fdd

Following. We're about to do the same thing for enterprise accounts.

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