Glossary

Customer satisfaction index (CSI)

The customer satisfaction index is a time-consuming but very sound analysis instrument that is implemented to define the development of customer satisfaction.

The satisfaction of a company's customers with particular criteria (as the difference between the demands on product/service performance and the subjectively experienced product/service performance) as well as the importance of the areas of satisfaction are surveyed in order to determine the CSI.

The resulting actual satisfaction and importance are included in the CSI calculation depending on their deviation. The index allows to make comparisons over several time periods for the purpose of a trend analysis as well as for internal or external benchmarks.