Trying to get NPS surveys right for trial users. The defaults don't quite fit. What did you change?
Have you tried routing it through Salesforce? Fixed the renewal rate gap for us.
Have you tried routing it through Jira? Fixed the renewal rate gap for us.
We hit this too. Scoping session replay to enterprise accounts first made it manageable.
Worth checking your NPS window. Ours was skewed until we narrowed it.