A customer gives positive survey feedback while active usage falls. How would you assess the risk?

Instruction: Use the actual survey audience, usage definition and customer workflow. Avoid treating a positive survey response as proof of renewal intent.

Context: Checks who supplied each signal and whether the customer is still achieving their goal before choosing a recovery action.

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I’d investigate the disagreement before calling the account healthy or at risk. I’d check when the survey was completed, who answered it and what they were rating. A helpful support interaction can receive positive feedback even while the product becomes less useful to the wider team...

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