Quick one. Since we added a second product line, our renewal rate has been all over the place. Is that a NPS surveys config issue or are we reading it wrong?
Honestly NPS surveys didn't move the health score for us. Salesforce did more.
Same setup here. In our case it came down to journey mapping being too broad.
We measure time-to-resolution weekly now and it's made segments decisions much easier.
Spent a week on this. The fix was tying session replay to the account owner field.
Following. We're about to do the same thing for renewals at risk.
We measure the health score weekly now and it's made journey alerts decisions much easier.
