| CLI score calculation |
The CLI score represents a percentage of respondents being particularly satisfied with company's service and the products.
Together with the CLI score a CRI and net CLI score are calculated. The scheme below shows how CLI, CRI and net CLI scores are calculated.
CLI score calculation
level 1 TCE research:
key metric definition
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| CLI is the percent of customers giving the highest ratings on satisfaction and repurchase and recommend |
Overall satisfaction
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Likelihood to Repurchase
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Likelihood to Recommend
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| 5. Completely satisfied |
& |
5. Definately would |
& |
5. Definately would |
| 4. Very satisfied |
4. Probably would |
4. Probably would |
| 3. Satisfied |
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3. Might or might not |
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3. Might or might not |
| 2. Somewhat dissatisfied |
OR |
2. Probably would not |
OR |
2. Probably would not |
| 1. Dissatisfied |
1. Definately would not |
1. Definately would not |
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| CRI is the percent of customers giving the lowest ratings on satisfaction or repurchase or recommend |
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| CLI minus CRI = net CLI |
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| Benchmark | Enables the user to select filters to benchmark models and competitor models against one another. Data displayed upon this page includes comparative CLI scores by models selected |
| Comparison | Displays the Comparison page. This page shows the satisfaction scores and CLI scores over time |
| Date | Enables the user to select filters to view data by Period (for example current financial quarter, previous financial quarter etc) and to specify dates within the period selected |
| Home | Returns the user to the Summary page containing the filter selection criteria toolbar |
| Info | Display info about this portal |
| Load filter | Allows the user to select a preset filter through which to view data |
| Log out | Logs the user out |
| Model | Enables user to select filters to view data by Model |
| Question analysis | Enables the user to select data by question type and/ or question number to view in a graphic format of the user's choice. Frequencies, percentages and averages can all be displayed |
| Region | Enables the user to select filters to view data by Region and/ or Country criteria |
| Reset filter | Resets the current filter |
| Save current filter | When selected a screen is displayed enabling the user to preset a filter. The selected filter can be made available publicly to all users, or privately to the user him- or herself |
| Search | This page allows the user to search for specific interviews or to search for a set of interviews |
| Survey | Takes the user to the survey selection screen that enables the user to view data relating to the selected questionnaire. Once a selection has been made the user is taken to the Summary page where CLI and satisfaction scores are displayed. Data viewable on this page can be filtered using the 'Filters' toolbar or the 'Region', 'Date' or 'Benchmark' criteria tabs. Icons in the lower left hand side of the page immediately above the main toolbar display which filters selected by the user are active and the survey from which data is being viewed |