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NPS surveys behaving oddly since we switched CRMs last month — ideas?

theo_mehta_460e7

Posting this for our SMB tier. We care most about response rate and I'm not sure journey mapping is the lever. Talk me out of it?

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NPS

CRM Migration

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cole_pratt_dd076

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

cole_soto_e81ac

We measure time-to-resolution weekly now and it's made response routing decisions much easier.

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