--- schema_version: "1" id: fd10cecf7bd96a1c4778ba07ee6ed19b0e7f09e318ad65d84ac436b2f2bf5282 title: Why CSI Score? collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_learn_value.md canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_value.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 59385ec675841d4714dce1c832a587efd2f96ed80a8ea63eccf2ce3c097858bb description: Companies generate vast amounts of customer data across functions, but those signals often remain fragmented and isolated. When teams measure the same KPIs differently, it becomes difficult to understand what is truly changing or where to act. CSI Score resolves this by bringing critical customer signals together into one trusted score. It explains drivers, impact, and risk across the full customer lifecycle. This enables leaders to align decisions, prioritize action, and manage the business with confidence. products: - Cross Cloud release: "264" --- # Why CSI Score? Companies generate vast amounts of customer data across functions, but those signals often remain fragmented and isolated. When teams measure the same KPIs differently, it becomes difficult to understand what is truly changing or where to act. CSI Score resolves this by bringing critical customer signals together into one trusted score. It explains drivers, impact, and risk across the full customer lifecycle. This enables leaders to align decisions, prioritize action, and manage the business with confidence. ### Required Editions
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## Unified Customer Signals CSI Score converges customer signals from across departments and journeys, normalizing related KPIs onto a common scale to create focused, decision-ready KPIs. Rather than treating KPIs in isolation, CSI Score groups comparable signals and applies a consistent weighting framework. Leaders can clearly understand what is driving change, where impact is occurring, and how risk is evolving across the customer lifecycle. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/images/icon_example.png) Example The sales and service teams often track different KPIs across multiple customer touchpoints. CSI Score normalizes and combines these disparate signals into a single journey-level score that provides an explainable measure of customer performance across the end-to-end journey. ## Unified Scoring CSI Score delivers a single, trusted measure of overall company performance by rolling up composite scores into one all-up CSI score. Each composite score uses normalized KPIs from across departments. This ensures signals from different teams are evaluated consistently and fairly. This unified scoring model makes it possible to compare performance, assess impact, and identify risk across the business without bias toward any single function. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/images/icon_example.png) Example The marketing and service teams track different operational KPIs, such as message delivery failures and case resolution rates. While measured differently, both reflect operational efficiency. CSI Score normalizes these KPIs and rolls them into a shared Operations Score (OPS), providing a clear, explainable view of operational performance across teams. ## Balanced Scoring CSI Score applies normalization and governed weighting to make sure that customer signals are compared fairly while reflecting their true impact on business outcomes. Normalizing KPIs onto a common scale prevents high-volume data points from overpowering critical signals. By default, composite scores use equal weighting to provide a neutral baseline. However, companies can adjust these weights to reflect strategic priorities. This flexibility ensures the score highlights what matters most to the business, not just what generates the most data. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/images/icon_example.png) Example The sales and service teams track different performance ratios, such as the Total Opportunities Won vs. Created and Total Cases Closed vs. Created KPIs. While sales opportunity volumes may be higher, the CSI Score normalizes both KPIs and applies governed weighting. This makes sure that high-volume sales data doesn't overshadow critical service performance signals, resulting in a more accurate view of business impact across teams. ## Actionable Benchmarks CSI Score uses composite scores as signals and not summaries to help leaders detect change early and understand its business impact. By evaluating normalized signals together, CSI Score clarifies where performance is deteriorating and where risk is emerging. This enables early detection that drives proactive action. Movement in scores connects directly to revenue outcomes and future risk. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/images/icon_example.png) Example A declining Revenue Health Score (RHS) combined with a rising Churn Risk Index (CRI) indicates active revenue erosion within the existing customer base. Conversely, if the RHS remains stable while the CRI increases, the CSI Score surfaces an early warning that future recurring revenue is at risk—allowing leaders to act before impact materializes. ## Streamlined Decision Making CSI Score provides executives and line-of-business leaders with a consistent, trusted set of scores. It replaces disconnected KPIs with decision-ready signals. This enables leaders to align on what is changing and coordinate action across teams. A shared scoring framework reduces ambiguity and ensures the organization moves in sync. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/images/icon_example.png) Example Rather than reconciling multiple distinct NPS and CSAT reports, leaders can rely on the Voice of Customer (VoC) score to track changes in customer perception over time, by using a single, explainable signal to guide brand and experience decisions. ## Configurable Architecture CSI Score is designed for deep configurability, recognizing that every company defines customer success differently. The app includes composite scores and the all-up CSI score as a preconfigured baseline. However, the architecture allows companies to customize data sources, normalization logic, and weighting models. By combining CSI Score with Tableau Next and Data 360, companies can extend scoring models. They can incorporate proprietary signals, refine metric prioritization, and evolve logic over time. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/images/icon_example.png) Example Companies can incorporate proprietary sentiment or operational indicators such as a Customer Effort Score (CES) alongside standard CSAT and NPS inputs. Admins can then adjust the weights so the resulting composite scores reflect what truly drives outcomes in their specific market and customer base. ## AI-Driven Insights & Explainability CSI Score transforms performance tracking into true business intelligence by applying advanced AI to explain why scores change. Einstein Studio's Gradient Boosting Machine (GBM) analyzes complex data relationships to identify the top drivers of composite scores. Leaders can instantly visualize correlations between scores and contributing KPIs, distinguishing causal factors from noise. The model provides transparency through SHAP values. These values quantify the global impact of metrics across the company. CSI Score translates statistical data into clear, natural language. AI-generated summaries of key drivers eliminate the need to interpret complex charts. By instantly surfacing what influenced a score, leaders can align teams around facts. ## Targeted Watchlists CSI Score translates signals into prioritized action. For each score, curated watchlists of accounts that require attention based on movement, risk, and impact are available. This watchlist allows leaders to move beyond tracking every account equally. Instead, they can focus on the customers that matter most. Watchlists help executives identify emerging themes and determine the most appropriate proactive response. ## Personalized KPI Tracking Users can follow specific KPIs relevant to their role. These KPIs are monitored as early signals, removing the need to sift through complex dashboards. This supports daily ownership by tracking role-specific KPIs such as case resolution speed for service teams and average pipeline velocity for sales leaders. However, these KPIs still feed into composite scores for broader analysis. Personalized views serve as a landing page where users monitor these tracked signals without distraction.