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Because the score is reported as an average and detached from what happened. Ninety-one per cent means nothing without knowing which tickets, which answers, and what was actually asked.
CSAT is a short satisfaction response tied to one resolved ticket, kept with its comment, agent, queue and outcome.
The survey goes out on resolution, is one question with an optional comment, and attaches to that ticket. Scores are always readable next to the ticket, never only as an aggregate.
A customer scores a ticket poorly where the answer was a correct no. The comment shows that, so the score is read as a product signal rather than an agent failure.
It will not measure agent quality on its own. Score distribution varies by queue and question type, and treating it as a personal metric mostly teaches people to avoid hard tickets.
Reopen rate, resolution time and the resolution code, because a fast close with a low score and a reopen is a different story from a slow close with a high one.
On resolution, once, with no reminders.
Yes, a percentage, to avoid fatiguing frequent requesters.
Yes, including their own — which is where the learning is.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.