Customer Satisfaction Index (CSI)
Category: Strategic
Measures the overall satisfaction of customers with services provided, typically through surveys or feedback.
What it Measures ?
How satisfied customers are with us.
Relevant StakeHolders
Customer Support, Quality Team
Why it Matters ?
Provides insights into customer satisfaction levels.
In-depth Use Case / Real-world Example
CSI is calculated based on customer feedback regarding the quality of service provided. For example, if 80% of surveyed customers report being satisfied, the CSI would be 80%. A higher CSI indicates that customers are happy with their service experience. In manufacturing, where customer service may involve technical support, maintenance, or repairs, maintaining a high CSI is crucial for building long-term relationships and encouraging repeat business.
Sample Formula
Average Customer Satisfaction Score