Quick one. Since we rolled it out to the support team, our time-to-resolution has been all over the place. Is that a NPS surveys config issue or are we reading it wrong?
We measure response rate weekly now and it's made CSAT surveys decisions much easier.
Same setup here. In our case it came down to response routing being too broad.
Worth checking your time-to-resolution window. Ours was skewed until we narrowed it.
Spent a week on this. The fix was tying CES tracking to the account owner field.
