33 feedback items · 2 themes · May 19, 2026
Pricing transparency is the leading churn risk; support quality is offsetting it in most accounts.
Overall sentiment
mixed
Highest severity
medium
Themes identified
2
Themes
4 mentions
Unannounced renewal increases are triggering competitive evaluations, particularly among procurement stakeholders.
Supporting evidence
Pricing jumped 40% at renewal with no warning. We are evaluating alternatives.
Recommended action
Introduce a 90-day renewal notice with a clear change summary, and cap year-over-year increases for multi-year accounts.
6 mentions
Support is a recurring bright spot. Customers cite fast response times and answers that resolve the issue on first contact.
Supporting evidence
Support has been genuinely excellent. Two-hour response times, real answers.
Recommended action
Use support transcripts as a source for the docs rewrite, and highlight response-time SLAs in renewal conversations.
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