Containment Rate vs Resolution Rate: The Only Customer-Service AI Metric That Matters (How "98% CSAT" Gets Faked)
The CEO gets a weekly email from the vendor: CSAT 98%. I pulled the raw data — ~5% of customers rated 'satisfied,' a fraction of a percent rated 'unsatisfied,' 95% never responded. 'Silent = satisfied by default' is how that 98% got built. Five minutes to see through four flavors of fake-resolution claim; ten minutes to redraw your team's customer-service north star.
May 22, 2026·16 min read