Customer Satisfaction Index (CSI)

Customer Satisfaction Index (CSI) summarises perceived service quality by combining player feedback from post-interaction surveys and support touchpoints into a single score. CSI highlights customer satisfaction and loyalty drivers across attributes such as responsiveness, first-contact resolution, and agent professionalism. CSI frameworks set the rating scales, attributes, and weightings, and commonly normalise results to a 0–100 range.

How to Calculate CSI

Weighted average of survey responses on a defined scale (e.g., 1–5 or 0–10), often normalised to 0–100