CSI Score is built from nine composite scores that roll up into a single, trusted all-up CSI Score for the company. Grounded in established best-practices, each composite score is calculated from a set of customer signals normalized to deliver consistent behavioral, perception, and operational insights. Together, these scores act as critical decision signals across the customer lifecycle. The all-up CSI Score provides a clear measure of overall business performance that serves as a strategic anchor for prioritizing action and guiding key decisions.
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All-Up CSI Score
The all-up CSI score integrates all composite scores into a single, trusted measure of overall customer and business performance. Rather than providing a static summary, it acts as an executive-level decision signal that reveals drivers, impact, and risk across the customer lifecycle. This comprehensive metric represents the holistic view of company health and serves as the definitive executive score.
Use the score to:
- Benchmark performance consistently across regions, segments, or business units by using a standardized score.
- Align leadership around a single, trusted decision signal that eliminates reconciling conflicting departmental metrics.
- Detect high-level trends early and understand their implications for customer experience, revenue, and future risk.
Types of Composite Scores
CSI Score groups composite scores into three signal types, each answering a different leadership question:
| Signal Type | Question It Answers | Intent |
|---|---|---|
| Perception | How customers feel |
Derived from customer feedback and sentiment signals, such as CSAT, survey responses, and sentiment extracted from conversations and emails. These signals capture shifts in customer confidence, satisfaction, and brand perception. |
| Behavioral | What customers are doing |
Built from KPIs that reflect observable customer actions, such as renewals, opportunities won, usage patterns, and case resolution performance. These signals indicate how customers are interacting with the business and often surface early operational or revenue-related risk. |
| Mixed | How customers feel and what are they doing | Combine perception and behavioral signals to provide a complete view of customer health. These scores are effective at identifying inflection points where changes in sentiment begin to influence business outcomes like churn, expansion, or advocacy. |
Composite Scores for Perception Insights
| Score | Purpose |
|---|---|
| Voice of Customer (VoC) |
Assesses how customers feel about their experiences. Serves as a key driver of brand reputation and customer advocacy. |
| Sentiment (SENT) |
Measures emotional tone across customer conversations, text, and feedback to reveal underlying attitudes and opinions. Drives proactive resolution and customer experience improvement by unifying textual and vocal sentiment across all interactions, including emails, calls, and tickets. |
Composite Scores for Behavioral Insights
| Score | Purpose |
|---|---|
| Journey Experience Score (JXS) |
Quantifies the quality of customer experience during journeys, such as brand introduction, quote-to-cash, service, and renewals. Drives funnel efficiency and conversion by highlighting where customers stall or succeed. |
| Engagement Effectiveness Score (EES) |
Quantifies the depth and frequency of customer interactions with products, services, and channels. Drives adoption, stickiness, and upsell opportunity by signaling the true level of customer commitment. |
| Revenue Health Score (RHS) |
Tracks contribution to top-line performance by combining revenue growth, lead-to-cash conversion, expansion, and retention outcomes. Serves as a key driver of top-line growth and pipeline health by quantifying the financial impact of accounts. |
| Operations Score (OPS) |
Evaluates the efficiency and effectiveness of internal processes that drive customer delivery. Drives cost optimization and service quality by measuring how well operations support the customer experience. |
Composite Scores for Mixed Insights
| Score | Purpose |
|---|---|
| Customer Health Score (CHS) |
Integrates usage, adoption, and support signals to reflect the overall vitality of the customer relationship. Indicates account stability and renewal likelihood by quantifying how much customers depend on and value the company. |
| Churn Risk Index (CRI) |
Tracks behavioral and emotional warning signals from customers who are disengaging, downgrading, or expressing negativity. Highlights exactly when and where customers begin to withdraw, enabling proactive intervention to protect revenue before formal attrition occurs. |
| Customer Lifetime Score (CLV) |
Estimates the long-term financial value of a customer based on spend, tenure, and retention probability. Connects emotional loyalty to the financial potential of accounts to guide resource allocation. |
