Business executive and line-of-business leaders use the CSI Score app to review their company health and locate emerging risks, growth opportunities, and operational priorities. Executives can view the company's all-up CSI score, composite scores, and key indicators such as KPIs, KPI relationship trajectory, and top drivers.
Important The all-up CSI Score and the composite scores
are calculated by using data available in the mapped data model objects (DMOs) in Data 360.
Some of the DMOs that power individual KPIs of the composite scores may not be available in
Data 360 based on the org's provisioned licenses. If a DMO that's feeding a KPI isn't
available, then that KPI is either hidden on the dashboards or doesn't show any
information.
- CSI Overview
Business executives and line-of-business leaders use the CSI Overview tab to review the overall company health and performance. An AI-generated summary provides leaders insights about the top composite scores that are driving the all-up CSI score. Each of department's perception and the behavioral CSI score highlights the performance gaps and departmental risks. Leaders can also view a target list of accounts that require executive intervention to protect revenue or drive growth. - CSI Metrics
Business executives and line-of-business leaders use the CSI Metrics tab to uncover the drivers of business health with the composite scores. Detailed breakdowns of the composite scores spanning sentiment, operations, and revenue quantify performance across the customer lifecycle. Comprehensive KPIs and targeted account watchlists for each composite score empower leaders to diagnose root causes, predict churn risks, and unlock growth opportunities. - KPI Relationships
Visualizes the correlation between the composite scores and their KPIs on a unified timeline. See the global top drivers for the composite scores that are derived from predictive models. Overlay KPI trends and use SHAP values to reveal cause-and-effect connections to validate hypotheses and pinpoint the exact levers driving overall business health. - Other Resources of CSI Score App
Explore other resources within the CSI Score app. Use My Metrics for personalized tracking of your most critical data, and the KPI Catalog as a comprehensive reference guide for all available performance indicators.