We're working through segments and we rolled it out to the support team. Curious how others have handled it, especially around NPS. Any rules of thumb?
Following. We're about to do the same thing for self-serve users.
Have you tried routing it through Marketo? Fixed the CSAT gap for us.
We measure churn weekly now and it's made journey mapping decisions much easier.
Worth checking your response rate window. Ours was skewed until we narrowed it.
Spent a week on this. The fix was tying auto-theming to the account owner field.
