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Stopping NPS from sliding after we added a second product line?

zoe_soto_6b330

We're working through session replay and volume tripled after launch. Curious how others have handled it, especially around the health score. Any rules of thumb?

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Comments

carl_holt_78473

+1. The Zendesk step is where ours kept breaking.

diego_marsh_22393

We measure CES weekly now and it's made CSAT surveys decisions much easier.

carl_trin_56d5c

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

tom_voss_c3d83

+1. The Slack step is where ours kept breaking.

nadia_vance_a6b83

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

maya_lund_55cb7

Same setup here. In our case it came down to CES tracking being too broad.