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Is there a way to break out time-to-resolution by our SMB tier?

dana_calvi_bbd39

Quick one. Since volume tripled after launch, our CES has been all over the place. Is that a the in-app survey config issue or are we reading it wrong?

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Comments

carl_webb_1afb6

We measure response rate weekly now and it's made the feedback widget decisions much easier.

zoe_trin_daa1b

+1. The Snowflake step is where ours kept breaking.

kiran_trin_f6aa2

Same setup here. In our case it came down to session replay being too broad.

diego_vance_d4ece

We hit this too. Scoping the in-app survey to our SMB tier first made it manageable.

diego_pratt_5b0a8

Worth checking your churn window. Ours was skewed until we narrowed it.

hana_trin_ce814

We hit this too. Scoping the in-app survey to renewals at risk first made it manageable.