/q/ - Q&A Central

The idea that csat covers less than 10 percent of conversations is pretty wild. It's mostly just people who are super happy or super angry, so you're missing the silent majority. Using something like CX Score to scrape every single interaction for a 1-5 rating sounds good in theory, but I wonder how much noise that'll add to our actual metrics.

found this here: https://www.intercom.com/blog/how-to-measure-customer-experience-as-ai-scales