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Moved CSAT with CES tracking — here's our setup

marcus_frei_17dd2

We measured time-to-resolution before and after turning on segments. The result surprised us. Anyone seen the same?

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kiran_frei_577a9

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

sam_pratt_6893b

Have you tried routing it through Microsoft Teams? Fixed the NPS gap for us.

yuki_akoto_53b6c

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

yuki_trin_ffcd0

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

ivy_ng_bbd6b

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

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