Product Update - May 31, 2026

Voice of Customer NPS/CSAT from Survey Responses — customer success NPS CSAT survey score account health

NPS and CSAT scores are now automatically calculated from survey responses submitted by an account's contacts and displayed directly on the account page in Mango CS. Scores are matched by respondent email domain, show a promoter/passive/detractor breakdown along with response count and date of last response, all within a rolling 180-day window. When survey data is available, these scores replace the manual champion/detractor ratio in the account health score calculation, giving customer success teams a more objective, data-driven view of account sentiment.

Use case: A CSM reviewing a renewal-stage account sees that the NPS score has dropped from 42 to 18 over the past 90 days, with detractors outnumbering promoters — before the quarterly business review, not after.

Available in: Mango CS (Customer Success) → Account Detail → Voice of Customer

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Automatic CS Task Engine (ACT) — automatic customer success tasks off-track renewal risk alerts

The Automatic CS Task Engine creates and assigns tasks to customer success managers when a Success Plan outcome goes off-track or when an account combines an off-track plan with an expiring contract. Tasks are generated daily, routed to the plan owner or account CSM with appropriate priority and due dates, and automatically cancelled when the underlying signal resolves — such as when an outcome recovers or a contract is renewed. Assignees now also receive notifications at task creation, not only on reassignment, so no at-risk account slips through unnoticed.

Use case: A renewal manager starts Monday morning with a task queue already populated with the three accounts whose success plans drifted off-track over the weekend, each task showing the plan owner, risk type, and days remaining on the contract.

Available in: Mango CS → Success Plans → Automatic Task Engine

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