In this episode, Florian (Head of Product at Isara) sits down with Jon Vaughan, CEO of Isara, to unpack one of the most dangerous blind spots in customer support: CSAT scores with low response rates.
🚨 Did you know that fewer than 10% of your customers typically respond to satisfaction surveys?
That means the remaining 90% — often your busiest, most valuable users — are completely invisible in your metrics.
📉 In this conversation, we cover:
• Why CSAT scores are often misleading and statistically unreliable
• How customer support teams unintentionally create biased feedback loops
• Real-world examples of churn and frustration being masked by high CSAT scores
• What support leaders should use instead of relying on surveys
• How AI tools like Isara help analyze 100% of support conversations in real time
💡 Stop measuring what a few people say. Start listening to what everyone is already telling you.
🔗 Learn more or try Isara free for 30 days: https://www.isara.ai
📊 For support leaders, CX managers, and anyone serious about improving the customer experience.
See how Isara transforms customer support by turning your helpdesk data into instant, actionable insights. From detecting rising frustration to surfacing recurring issues, Isara helps you stay one step ahead—without drowning in tickets.