---
name: read-satisfaction
description: "Read CSAT/NPS segmented by channel/tier/issue-type and tie it to FCR — never a blended score. Reach for this on a satisfaction question."
---

# Skill: Read satisfaction

A blended score averages delight and fury and hides both (§3 #3).

## Step 1 — Segment the score
CSAT/NPS by channel, tier, and issue-type (§3 #3).

## Step 2 — Find where it breaks
The segment dragging the blended number down.

## Step 3 — Tie to FCR
Falling FCR / rising reopens usually drive the drop (§3 #4).

## Step 4 — Date the benchmark
Any CSAT/FCR benchmark carries a source + date or unverified mark (§3 #8).

## Output
A segmented CSAT read localizing the break, with the FCR link. Traverse Tree 3 in the decision-trees file.