Quick one. Since we added a second product line, our churn has been all over the place. Is that a CSAT surveys config issue or are we reading it wrong?
Spent a week on this. The fix was tying journey mapping to the account owner field.
Have you tried routing it through Salesforce? Fixed the CSAT gap for us.
We measure renewal rate weekly now and it's made response routing decisions much easier.
Same setup here. In our case it came down to auto-theming being too broad.
