Posting this for self-serve users. We care most about time-to-resolution and I'm not sure CSAT surveys is the lever. Talk me out of it?
Have you tried routing it through Zendesk? Fixed the response rate gap for us.
Following. We're about to do the same thing for new onboarding cohorts.
Same setup here. In our case it came down to the feedback widget being too broad.
Curious what cadence you landed on. We over-asked and CES tanked.
