What is CHI?

We always emphasize the importance of metrics related to customer experience and satisfaction, after all, they are fundamental to building a company's image and, of course, a good relationship with the public. The Customer Happiness Index fits this vision perfectly!

Where and by whom was it created?

The index was created by Hubspot's Vice President of Customer Success, Jonah Lopin. The company, which is a major US software developer, created this metric to analyze whether the Inbound Marketing tools offered by the company were being well used by consumers and how successful they were.

How to apply?

There is no exact formula to calculate the index, but we have some steps that help a lot in the process. All criteria considered must receive a score from 0 to 1, their sum will reach a maximum of 10. Here are some examples of factors that are generally taken into account:

• Frequency: How often does the customer use your product or service? Frequent use usually indicates greater satisfaction;

• Involvement: Does the customer consume other solutions offered by the company? Does he often interact with the brand? It is related to customer loyalty and engagement.

• Added value: Does your product have a differential? Does the customer know this and use the advantages offered? So it's very likely that his experience will be positive and obviously, this will be great for your business.

Conclusion

A company that cares about the happiness of the public will always be closer to success, creating a positive image, loyal customers, and more likely to make new purchases!

Don't forget to follow Partenero on social media, and take the opportunity to devour our other texts available here on the blog, there are several metrics that have already been addressed and that will help you improve your customer's experience.