Quick one. Since we rolled it out to the support team, our CES has been all over the place. Is that a CSAT surveys config issue or are we reading it wrong?
Same setup here. In our case it came down to journey alerts being too broad.
Spent a week on this. The fix was tying CES tracking to the account owner field.
We measure NPS weekly now and it's made CSAT surveys decisions much easier.
Following. We're about to do the same thing for our SMB tier.
Spent a week on this. The fix was tying session replay to the account owner field.
We hit this too. Scoping CES tracking to renewals at risk first made it manageable.
