The GoCSM scoring system is a powerful tool for quantifying customer engagement and success. Assigning points to various customer actions and interactions provides agencies with a clear picture of how well each customer is performing and where intervention might be needed.
Here's a breakdown of the current scoring system.
1. New SaaS User
Points: +30
2. User Feedback
Very Happy: +50 points
Happy: +25 points
Neutral: -25 points
Not Happy: -50 points
3. Feature Time Spent
30 minutes or more: +30 points
60 minutes or more: +60 points
120 minutes or more: +120 points
4. Monthly Login
Points: +30
5. Payment Status
Payment Success: +50 points
Payment Failed: -50 points
6. Meeting Attendance
Show Up: +30 points
No Show/Cancelled: -30 points
Understanding the Impact
High scores indicate engaged, satisfied customers who are likely to renew and possibly expand their usage.
Low or declining scores may signal at-risk customers who need attention or intervention.
The system balances product usage (feature time, logins) with customer sentiment (feedback) and financial health (payments).
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