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.