Quick one. Since we added a second product line, our CES has been all over the place. Is that a NPS surveys config issue or are we reading it wrong?
Worth checking your time-to-resolution window. Ours was skewed until we narrowed it.
Spent a week on this. The fix was tying the feedback widget to the account owner field.
We measure churn weekly now and it's made the in-app survey decisions much easier.
