Been looking at our CSAT data and wondering if we’re missing something important.
The scores tell one story but user reviews and support tickets paint a completely different picture of how people actually feel about our app.
CSAT scores don’t tell the whole story. What people say in reviews is totally different from what they put on surveys.
Run both - they measure completely different things.
CSAT hits people right after using your app when emotions are raw. Reviews happen later after they’ve thought about it or run into more problems.
I track both now. CSAT gives me quick reads on specific features. Reviews show what they actually remember weeks later.
The gap between them? That’s where your real problems are hiding. High CSAT but terrible reviews means something’s breaking after that first interaction.