Why Customer Happiness Score exists

Customer Happiness Score exists because intent-based metrics arrive too late. Leaders need signals that move at the speed of customer behaviour.

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The problem with intent-based metrics
Ask hypothetical questions
Produce abstract numbers
Mask real emotion.

 
They were designed for reporting, not for steering a business in real time.  Leaders cannot act confidently on guesses.

Why lagging indicators fail leaders

By the time NPS or churn moves, customers are already disengaged.

Damage to trust has already occurred. Revenue impact is unavoidable.

Late signals remove options. CHS captures emotion while leaders still have time to act.
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Emotion as an early warning signal

Emotion shifts first. Behaviour follows later. Behaviour changes before results appear.

CHS acts as an early detection system for:

  • Rising dissatisfaction
  • Erosion of trust
  • Experience breakdowns
  • Brand risk

Early visibility creates choice. Choice protects performance. 

 
What better decisions look like

With Customer Happiness Score, leaders act earlier and prioritise more accurately.

Intervention becomes focused instead of reactive.

Decisions are grounded in reality, not assumptions.

Talk it Through

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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