The customer connection score is honestly just a terrible metric. It doesn’t actually measure what it claims to measure. First, it only surveys people with the app, who paid with the app. So anyone who pays with their card or cash is not asked about their experience. Second, it only counts the people who respond to the survey. Unhappy people are more likely to respond to a survey about their experience, while people who are satisfied or neutral are more likely to ignore the request for feedback. Third, the score only represents how many people gave you a perfect score. Obviously there are a lot of issues with it, I don’t know who approved it or why it’s still used as a legitimate statistic