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Stopping time-to-resolution from sliding after volume tripled after launch?

jack_nair_57302

We measured CSAT before and after turning on CES tracking. The result surprised us. Anyone seen the same?

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Time to Resolution

Comments

bea_rourke_5efa1

Worth checking your the health score window. Ours was skewed until we narrowed it.

paul_nair_acbcb

We hit this too. Scoping NPS surveys to our SMB tier first made it manageable.

diego_boyd_09eac

Spent a week on this. The fix was tying response routing to the account owner field.

gus_frei_88fea

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

zoe_vance_310ca

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

tom_boyd_250c3

We hit this too. Scoping session replay to renewals at risk first made it manageable.