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Stopping the health score from sliding after volume tripled after launch?

sofia_webb_96f1b

We measured the health score before and after turning on CSAT surveys. The result surprised us. Anyone seen the same?

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Comments

paul_webb_99fe8

We measure CSAT weekly now and it's made the in-app survey decisions much easier.

aisha_dunn_0c180

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

ravi_frei_e1eb6

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

theo_mehta_d3fed

Spent a week on this. The fix was tying auto-theming to the account owner field.

yuki_okafor_4254e

We hit this too. Scoping response routing to renewals at risk first made it manageable.

ruth_lund_0cb94

We measure NPS weekly now and it's made auto-theming decisions much easier.