Create happiness and loyal customers with CHS
CHS the utlimate driving score toward loyality and excellence
In the world of customer experience (CX), we’ve become accustomed to the traditional metrics that guide our strategy. The Net Promoter Score (NPS) tells us the likelihood of a customer recommending our brand, while the Customer Effort Score (CES) measures the ease of their interaction. These metrics are undeniably valuable, providing a snapshot of customer sentiment.
But what if they don’t capture the full picture?At Delightrics, we believe that true customer loyalty and advocacy stem from genuine happiness. We’ve introduced a groundbreaking metric to measure this: the Customer Happiness Score (CHS). Delightrics is the only CX software that measures CHS to help you not just meet expectations, but consistently deliver the best experience to your customers and create lasting loyalty.
What is the Customer Happiness Score (CHS)?
Unlike a single-question score, CHS is a holistic metric mapped directly to your organization’s Key Customer Requirements (KCRs). These are the fundamental expectations and brand promises that your customers have. A customer only becomes truly happy and delighted when—and only when—all of their KCRs are met and delivered to your organization’s brand standard.
Think of it like a checklist for delight.
Consider a restaurant, for example. Its KCRs might be:
- Hospitality: The warmth and friendliness of the staff.
- Cleanliness: The tidiness of the dining area and facilities.
- Quality: The taste and presentation of the food.
- Speed: The efficiency of service from order to delivery.
Value: The perception of a fair price for the experience.
A customer might be served a delicious meal (quality), but if the service is slow (speed) or the table is sticky (cleanliness), their happiness is compromised. They won’t be delighted. Only when the restaurant delivers on every one of these requirements, without fail, does the customer become truly happy. This leads to two powerful wins: loyalty and promotions.
From CHS to NPS: The Engine of Alignment
The Customer Happiness Score isn’t meant to replace NPS; it’s designed to drive it.
CHS provides the operational “why” behind your NPS. By focusing on the foundational elements of the customer experience, Delightrics helps you link your marketing and growth KPIs (NPS) directly to your operational KPIs. When every team—from product development to customer service—is aligned on delivering on their specific KCRs, you create a powerful, synchronized effort that consistently elevates the customer experience.
This organizational alignment eliminates ambiguity and empowers every team member to see how their daily actions contribute to the company’s ultimate success. By focusing on the building blocks of happiness, you build a foundation of loyalty that not only improves your NPS but also transforms your customer relationships from transactional to extraordinary.
