CSAT is up, deflection is up, and retention is down
Diagnose a problemHardProblem. Over two quarters the CX team drove deflection from 31% to 41% and CSAT from 4.3 to 4.6. Cost per contact fell 18%. But retention among users who had a bad experience is down 12%. Leadership is confused. What happened?
Before you reveal: say your answer out loud, as if you were in the real interview — get your reasoning across clearly first. There is no single correct answer: reading what the interviewer is really after and defending your own thinking is what makes an answer strong.