Comments
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Thanks, Kevin. I have reached out to Sara. Will also reach out to Dave.
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Ritsjert - thanks for your input. Yes, as noted, one of our systems is based on not having been sent a survey within last 30 days, the other not having been sent within last 14 days. I figured someone would ask about the calculation. :) I will need to get a summary from the data analyst who did it. I don't recall the…
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Thanks for your perspective. Re: not filling out the survey if they feel burdened - yes, they have that option. However, when customers complain about "too many surveys" our support mgrs can be sensitive to that criticism. Good point on successive issues being handled by different support engineers.
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Denise - thanks for your response. My considerable delay is an indication I wasn't aware of your reply and overlooked the notification. Appreciate your willingness to share this insight. Couple of follow-on questions: How frequently do you ask the in-app NPS? Generally speaking, my understanding of NPS is that it be used…
