One of the powers of TeamSupport is that we track a great deal of information about your customers.
The Customer Distress Index, or CDI for short, computes a single number for each of your customers which will give you an idea of how often your customers are interacting with your support department and how quickly their issues are being resolved. This can be an important metric to understand how much difficulty your customers are having with your product or service.
The CDI data is displayed in the Customer section via a gauge indicator, and is configured in your Admin panel. A higher CDI number indicates a higher potential for distress.
There is also a CDI Trend which indicates which way your CDI calculation is moving, up or down. There are multiple weights involved in calculating the CDI.
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