The Customer Satisfaction Index (CSI) is a headline metric that measures the extent customers are satisfied with an organisation or a specific product or service. Its defining characteristic, and benefit, is its holistic, integrative nature. This means that CSI doesn’t just measure overall satisfaction. It also sheds light on which aspects of your business offering are meeting, exceeding, or failing needs. CSI is a crucial metric to consistently measure over time, as overlooking or failing to meet or exceed customer needs can negatively impact your business’s revenues, profitability, and brand equity. Read more in our complete guide about CSI.