Understanding performance from the outside in - and the inside out

Customer outcomes don’t exist in isolation. They are the result of internal systems, teams, and decisions interacting under pressure.
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Why customer experience rarely fails in isolation

Most customer experience issues are symptoms, not root causes.

Common examples:

  • Slow responses driven by understaffed teams
  • Inconsistent service caused by burnout or role confusion
  • Falling trust linked to internal friction or decision overload

CHS detects the impact.

EHS reveals the source.

When leaders only look at customer metrics, they often treat symptoms instead of causes.

Get The Leadership Guide to CHS
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Two independent systems. One connected model.

CHS and EHS are designed to stand on their own.

  • CHS improves customer-focused decision-making
  • EHS improves internal leadership decisions

Neither requires the other to be valuable.

But together, they create something different:

  • A shared language between leadership, operations, and the board
  • A way to understand performance as a system, not isolated metrics
  • A clearer view of where action will matter most

The inside-out operating model

Customer Happiness Score measures external impact. Employee Happiness Score measures internal reality.

Together, they show cause and effect.
When leaders connect both signals

Leaders stop reacting to outcomes. They manage the system that creates them.

This enables sustained performance improvement.

Why engagement is the wrong lens
Engagement is a lagging, abstract concept.
Emotion is immediate and actionable.
Leaders don’t need more scores about engagement.

 
They need to know what’s happening inside teams right now.

What Our Customers Say

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John Smith
Director of Marketing
★★★★★
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John Smith
Director of Marketing
★★★★★
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John Smith
Director of Marketing
★★★★★
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John Smith
Director of Marketing
★★★★★
Cupping chicharrones hexagon vaporware. Helvetica beard taiyaki, DIY drinking vinegar PBR&B tonx vape godard tofu. Meggings echo park taxidermy big mood asymmetrical next level.
John Smith
Director of Marketing
★★★★★

Questions about connecting the signals?

A short conversation can help you apply this model to your organisation.

Talk It Through