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CES tracking behaving oddly since volume tripled after launch — ideas?

nadia_marsh_3014b

Posting this for trial users. We care most about time-to-resolution and I'm not sure journey mapping is the lever. Talk me out of it?

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Comments

ravi_quinn_c20aa

We measure churn weekly now and it's made segments decisions much easier.

marcus_akoto_f1a50

Honestly NPS surveys didn't move CES for us. Jira did more.

bea_pratt_4a2ca

Have you tried routing it through Slack? Fixed the churn gap for us.

kiran_dunn_09797

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

liam_reyes_e03eb

Honestly journey alerts didn't move renewal rate for us. Snowflake did more.

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