Customer Satisfaction Score (CSAT) is often seen as a quick and easy way to measure how users feel about a product or service. Many teams rely heavily on CSAT to judge the success of their user experience (UX) efforts. While CSAT provides useful insights, it does not tell the full story. Relying on CSAT alone can lead to misleading conclusions and missed opportunities for improvement. This post explains why CSAT is not enough by itself and explores other important metrics and

If UX Research Can’t Show ROI, It Becomes Optional UX research doesn’t usually disappear overnight. It slowly becomes optional. The studies still happen.The insights are still shared.But the work stops influencing decisions. Budgets tighten. Timelines compress.And suddenly research is framed as “nice to have,” not “necessary.” This isn’t because leaders stopped caring about users.It ’s because they couldn’t see the return . ROI isn’t about dollars alone When people hear “ROI,

User experience (UX) research plays a crucial role in shaping products that truly meet user needs. Yet, many teams bring UX researchers into projects only after major decisions have been made. This delay often leads to missed opportunities, costly redesigns, and products that don’t resonate with users. Understanding why UX research gets invited too late can help teams change their approach and build better products from the start. Why UX Research Gets Invited Too Late Common