How Do You Measure CSI?
As an index, it provides a holistic measure that captures each known attribute contributing to customer satisfaction. Therefore, it typically involves a simple calculation: [sum of each identified attribute / total number of attributes] = CSI Imagine a company’s flagship product is a digital marketplace, whose CSI consists of four core attributes, or dimensions, with the following attribute scores: Customer Service - 63 Marketplace Usability - 72 Product Quality - 56 Price - 82