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CSAT surveys behaving oddly since volume tripled after launch — ideas?

diego_voss_17380

Quick one. Since we switched CRMs last month, our renewal rate has been all over the place. Is that a response routing config issue or are we reading it wrong?

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Comments

tara_voss_98cd9

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

cole_lund_14c5d

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

marcus_sato_c91e1

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

mira_rourke_09f94

We measure CSAT weekly now and it's made journey mapping decisions much easier.

zoe_calvi_ecad9

Spent a week on this. The fix was tying auto-theming to the account owner field.