Measurement & Performance · Customer metrics
Customer Satisfaction Index
CSI · Metric
Data and metrics exist, but they do not provide a clear view of outcomes and performance.
Why use it
Connect measurement to an actual management decision.
How to apply
- Define the specific management situation and desired outcome.
- Gather the minimum facts, constraints, and perspectives needed to use the tool.
- Apply Customer Satisfaction Index, make key assumptions explicit, and compare the result with realistic alternatives.
- Record the decision, next owner or action, and a testable criterion for the next step.
Output
A clearer metric system and management conclusion.