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Reusable segments setup we share with new CSMs

hana_voss_37240

Quick one. Since we rolled it out to the support team, our NPS has been all over the place. Is that a CSAT surveys config issue or are we reading it wrong?

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Comments

zoe_okafor_ec479

Same setup here. In our case it came down to the feedback widget being too broad.

theo_nair_9404b

Honestly the in-app survey didn't move CSAT for us. Marketo did more.

ravi_okafor_8c90f

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

diego_dunn_db71c

Have you tried routing it through Segment? Fixed the time-to-resolution gap for us.

maya_carr_79387

Worth checking your the health score window. Ours was skewed until we narrowed it.

jack_holt_894b5

Curious what cadence you landed on. We over-asked and time-to-resolution tanked.