26.02.2026 | 6 minute read

Donna Xanthidis and Sharon Aggarwal on going beyond CSAT

The problem with CSAT isn’t the score. It’s what the score can’t tell you. Sharon put it plainly: CSAT is “not bad,” ...

ITXM Employee Experience Videos XLA ITSM Trends Continual Improvement Productivity & Lost Time ServiceNow CIO Global IT Experience Report MSP Cost Savings Watermelon Effect Customer Story Service Desk CSAT

6 minute read

26.02.2026

The problem with CSAT isn’t the score. It’s what the score can’t tell you. Sharon put it plainly: CSAT is “not bad,” ...