CSAT Belongs on Moments, Not the Whole Relationship
Describe when CSAT is the right metric and why it works best at discrete customer moments.
CSAT is a moment metric. Treat it like one. Why it works best close to the event Satisfaction is easier to rate when the customer knows exactly what experience they are judging. Recency reduces memory blur and keeps the feedback tied to a real process. What goes wrong when it is too broad If you ask customers to score a whole relationship through a single CSAT question, they blend product value, service quality, emotion, and timing. You get a neat number but weak diagnosis. The practical rule Attach CSAT to a touchpoint with a named owner. If a team cannot…
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