Predicting Customer Satisfaction: Using The Customer Distress Index
Using TeamSupport's proprietary Customer Distress Index (CDI TM) to predict customer dissatisfaction before it escalates
TeamSupport's customer service software, Support, is the only customer support ticketing system that helps support teams focus on their customer at a company level. Built specifically for business to business (B2B) organizations, our customer support software empowers companies to focus on their customer health holistically - rather than merely focusing on ticket management: one ticket or customer inquiry at a time.
Through our proprietary customer health score, the Customer Distress Index (CDITM), support teams can proactively monitor customer satisfaction for the business as a whole, and take steps to resolve any potential issues before they escalate. In turn, improving customer loyalty and reducing their customer churn rate.
The tool, which takes a variety of variables into account, can calculate when a customer may be getting frustrated. Unlike most customer health scoring tools where the higher the score is, the better, the CDI will have a lower score when a customer experience is positive (i.e. they're not distressed).
The variables included in the calculation of TeamSupport’s CDI feature include:
• Total tickets created during the lifetime of the customer’s account: A high number here could indicate a customer who has experienced frequent challenges with the business's product or services.
• Tickets created in the last 30 days: This may be an early indicator of problems with a particular customer.
• Tickets currently open: A high number here could highlight a customer who is frustrated due to a lack of follow up from your support team.
• Average time open: Long open times could signify customer distress because there is a direct correlation between how long a ticket has been open and customer frustration levels.
• Average time to close: A lengthy average here can indicate frustration because of the lack of timeliness in resolving issues.
Additionally, our CDI Trend Indicator enables customer support teams to keep an eye on upward or downward movement on their customer's satisfaction levels. The Indicator shows whether the CDI is trending higher (not a good thing) or moving in the right direction (lower), based on the average CDI from the past 7 days for that customer.
Through this tool, businesses can gain a more comprehensive understanding of customer health because it takes the customer's entire relationship into account, rather than merely checking satisfaction levels for incidents through surveys. With the powerful and robust Customer Distress Index, businesses can use the insights to predict customer dissatisfaction and make steps to improve the situation before the customer churns.