Why customer satisfaction measurement stalls after go live
It rarely stops all at once. It decays, and the decay has a shape.
The usual failure: The survey is switched on at go live, response rates fall below five percent, and the number is reported anyway.
It is worth being precise about the difference between not started and decayed. A practice that never began needs a decision. A practice that began and slid back needs to know which week it slid, and who noticed.
What it should look like instead: Feedback is asked for on a sample rather than every ticket, someone owns reading it, and low scores produce a call rather than a chart.
The measurable version of this is a score that falls between two rounds in one area while the rest hold. That is specific enough to ask three people about directly, which is how it gets fixed.
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