One of the powers of TeamSupport is that we can track a great deal of information about your customers, and of course associate tickets with them.
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 computes five individual metrics for each of your customers, and compares them with the averages of all of your customers. It’s important to understand that the CDI doesn’t measure absolute numbers, but instead it is looking at how much above or below the average of all of your customers a particular number is.
The CDI data is displayed in the Customer section via a gauge indicator. A higher CDI number indicates a higher potential for distress, and that is indicated by the indicator being towards the right side of the gauge.
The calculated rating is displayed in the middle of the gauge, and is also displayed if you hoover over the gauge.
While the CDI number gives you a great indication as to the health of your customers, it is a static number and doesn’t give any indication of which way the CDI is moving. To address this, we have added the CDI Trend Indicator.
The CDI Trend Indicator is a red arrow pointing up, or a green arrow pointing down above the CDI gauge. When the CDI computations are run, TeamSupport also looks at the average CDI of the past 7 days for that customer and then displays an arrow indicating which way the CDI is moving. A red arrow pointing up indicates that the CDI is trending higher (not a good thing), and conversely a green arrow pointing down shows that the CDI is moving in the right direction.
Please note that since the trend is based on the prior 7 days of CDI data, the trending information may not be accurate for new accounts or if the CDI Weights have been recently changed.
Understanding which direction the CDI is moving for a given customer is critically important data and will help you understand and spot potential issues before they become large problems.
There are five metrics that the CDI computation looks at:
- Total Tickets Created in Lifetime of Account: The total number of tickets (that are both open and closed) which have been created over the lifetime of a given customer. This measures the total volume of interactions that a customer has had with your support team, and a high number here could indicate a customer who has needed a lot of help and handholding as compared to your other customers.
- Tickets Created in the Last 30 Days: The number of tickets which have been created in the last 30 days. This measures how active a customer has been recently and may be an early indicator of problems with a particular customer.
- Number of Tickets Currently Open: Measures the number of tickets which are open, wthout regards to how long they have been open. This is a measure of the backlog, and a high number here could indicate a customer who is frustrated with a lack of follow up and response from your support team.
- Average Time Open Tickets Have Been Open: This measures how “stale” tickets are by looking at the amount of time they have been open and not addressed. While this is related in many ways to the above metric (total number of tickets currently open), it differs in that it looks at how long they have been open and not the number of tickets. There is a direct correlation between how long a ticket has been open and the frustration level of your customers.
- Average Time Closed Tickets Took to Close: This metric will show if it has taken longer, on average, to address this customer’s tickets and could indicate frustration because of the lack of timeliness in resolving their issues.
You are able configure the weights, and the color thresholds on the gauge. Click here to learn how to configure the CDI.
In addition to the Gauge and Trend Indicator displays in the Customer section, the CDI data is also available in the Reports section. In the Customers table, you can access the CDI data via the Customers.Customer Distress Index and Customers.Customer Distress Index Trend fields. The Trend number will be a -1 (good – trending down), 0 (no changedover the last 7 days) and 1 (bad – trending upwards), and the CDI number will be a value 0-100 the same as is displayed in the Gauge.
Click here to learn more about Custom Reporting and Metrics.
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