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.
Global Filters
- Timeframe: Use this filter to focus the composite scores and their KPIs to a specific time period.
- Account: Use this filter to select a list of accounts for which you want to view the available scores and information.
- Voice of Customer (VOC) Score
Assesses how customers feel about their experiences and serves as a key driver of brand reputation and customer advocacy. It provides an end-to-end view of perceived experience quality across marketing, sales, service, and billing to capture how customers feel from quote to cash to support. - Sentiment (SENT) Score
Measures emotional tone across customer conversations, text, and feedback to reveal underlying attitudes and opinions. It unifies textual and vocal sentiment across all interactions across marketing, sales calls, field notes, and billing to surface emotional drivers of loyalty or risk for proactive resolution and customer experience improvement. - Journey Experience Score (JXS)
Quantifies the quality of customer experience during journeys, such as brand introduction, quote-to-cash, service, and renewals. It tracks the customer lifecycle from awareness to renewal, quantifying cross-departmental fluidity to drive funnel efficiency and highlight where customers stall. - Engagement Effectiveness Score (EES)
Quantifies the depth and frequency of customer interactions with products, services, and channels. It measures interaction depth across touchpoints such as digital, human, and transactional to drive adoption, stickiness, and upsell 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. It combines growth, conversion, and retention indicators across all clouds to measure total top-line performance and predict revenue risk, serving as a key driver of pipeline health by quantifying the financial impact of accounts. - Operations Score (OPS)
Evaluates the efficiency and effectiveness of internal processes that drive customer delivery. It evaluates process efficiency and quality of delivery across the value chain from marketing execution to quoting, servicing, and billing to drive cost optimization and service quality. - Customer Health Score (CHS)
Integrates usage, adoption, and support signals to reflect the overall vitality of the customer relationship. It aggregates adoption, support, and relationship signals to predict renewal likelihood, blending behavioral and operational data to quantify customer dependence and value. - Churn Risk Index (CRI)
Tracks behavioral and emotional warning signals from customers who are disengaging, downgrading, or expressing negativity. It measures attrition and risk indicators across all stages from engagement decay to payment failure, highlighting exactly when customers withdraw to enable proactive intervention. - Customer Lifetime Score (CLS)
Estimates the long-term financial value of a customer based on spend, tenure, and retention probability. It estimates total lifetime value by blending revenue continuity, expansion potential, loyalty engagement, and cost-to-serve to connect emotional loyalty to the financial potential of accounts.