Client Happiness Index

Client Happiness Index "CHI" measures how happy your customers are. It is influenced by (but has no affiliation with) Net Promoter Score. We ask the following question in every CLIENTpulse to determine CHI, "How happy are you with our offering, that you would refer us to a colleague or friend?"

We then group responses into three buckets:

  • 9 - 10 are "Delighted"
  • 7 - 8 are "Neutral"
  • 1 - 6 are "Disgruntled"

Each response then earns a value per each bucket:

  • "Delighted" bucket is worth +1
  • "Neutral" bucket is worth 0
  • "Disgruntled" bucket is worth -2

Add up all the numbers, divide by the total number of responses then multiply by 100 to calculate CHI. Note: we heavily, negatively weight Disgruntled because an organization cannot thrive when there are dissatisfied users who can spread negative reviews, Tweets, and posts. In addition, they are very unlikely to continue being a customer without positive intervention.