Many companies still rely on Net Promoter Score (NPS) to gauge customer satisfaction — but in today’s support-driven landscape, NPS can blur the line between product issues and service quality. This article explores a smarter alternative: a two-question CSAT survey that separates the customer’s experience with support from their broader sentiment about your product. Learn how this simple shift can lead to more accurate data, fairer agent evaluations, and better customer insights.

Don’t let your support team become unpaid developers.
If you offer customizable software or hardware, you've likely felt the pain: resellers and power users push your product beyond documented limits—then call support when it breaks.

In this guide, I share the strategy I give execs weekly: how to protect your support, engineering, and DevOps teams from being dragged into the chaos of undocumented customizations.

🔧 Core support boundaries
💼 Paid professional services
📉 The hidden cost to engineering
📊 Tactics for tracking and enforcing customization scope

Read the full post 👇
#TechSupportStrategy #SaaSOperations #CustomerSuccess #SupportScalability #ProductLeadership #CXStrategy #DevOps #SupportOps