The Problem of CSI - Why Your Most Trusted Metric Could Be Misleading You.
The Customer Satisfaction Index (CSI) does not always reflect consumer loyalty. Several metric approaches can help detect churn and build emotional connections with consumers.
The most trusted customer metric, Customer Satisfaction Index (CSI), may no longer reflect true loyalty or brand health. This report reveals how CSI often misleads decision-makers by ignoring emotional drop-offs, hybrid journeys, and shifting digital behaviors. Brands must evolve from static scores to dynamic, journey-based insights. Here are three highlights from the report:
1. CSI alone can’t predict loyalty; 70% of “loyal” customers are ready to leave after one bad experience.
2. PAR (Purchase Action Ratio) and BAR (Brand Advocacy Ratio) offer deeper signals, revealing CSI illusions and untapped loyalty.
3. Micro-feedback and journey-based metrics help brands detect churn risks early and build lasting emotional connections.
Rethink your customer strategy with smarter metrics. Download the full report now.
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