What is your Customership Index?
The calculation of the Customership aims to measure, control and improve the company's performance and its capacity HEAR customers, ANALYZE your feedback and ENGAGE in solving dissatisfied customer issues.
Customership is an index that shows how much the company is committed to improving the relationship with its customers. The Customership analysis becomes valuable from a historical series of indices that indicates how much the company adopts a strategy focused on customer relationship (customer-centric strategy) over time. The basis for calculating the Customership considers attributes and weights focused on companies’ strategy, which makes it inapplicable the comparison the Customership of other companies. The calculation aims to measure, control and improve the company’s performance and its capacity HEAR customers, ANALYZE your feedback and ENGAGE in solving dissatisfied customer issues.
How to Calculate Customership?
The Customership is calculated from the multiplication of two factors – the feedback index and engagement coefficient. The feedback index is the calculation of the level of satisfaction generated from the weighted average of the feedback given to the points analyzed, taking into account the weights of each point, according to the importance and impact on your strategy. The engagement coefficient is the calculation of the weighted average of the points which received negative feedbacks after the interaction with the company divided by the weighted average of the points which received negative feedbacks initially. The objective of this coefficient is to calculate how much improved (or worsened) customer satisfaction after receiving negative feedback, that is, if the coefficient is greater than 1, the company’s interactions with customers after receiving negative feedback, generated positive results. Similarly, the interactions (or lack of interactions) worsened the customer satisfaction level, the engagement coefficient will be less than 1. The Customership is the weighted average of the positive feedback and negative feedback, being the last one, after applied the engagement coefficient.
x = positive feedback score
y = positive feedback score
p = weight of the scores
n = number of scores
e = engagement coefficient