Experience Score
The Experience Score is a single number, from 0 to 100, that tells you at a glance how good a customer's experience has been — and how likely they are to stay. It appears as a coloured heart at the top of a customer's profile, shading from red for someone who needs attention to green for a happy, loyal customer.
Instead of reading a customer's CSAT, NPS, CES and spend separately and piecing the story together yourself, the Experience Score blends them into one read you can scan in a second and act on.
Where to find it
The heart sits in the header of a customer's aggregated profile — the unified view that merges every record for the same person.
Open a customer
From Responders → All Responders, click the small button beside an email or phone to open that person's aggregated profile.
Find the heart
The Experience Score sits at the top-right of the identity card, next to the customer's name.
Open the details
Hover the heart for a quick breakdown, or click it to open a panel that explains the score in full.
Reading the score
The colour moves smoothly from red at 0 to green at 100, so you can triage a list by feel alone. The number falls into five bands:
| Score | Band | What it means |
|---|---|---|
| 85–100 | Excellent | A satisfied, loyal customer. |
| 65–84 | Good | Positive, with room to grow. |
| 45–64 | Fair | Mixed signals — worth watching. |
| 25–44 | At risk | Early warning signs of churn. |
| 0–24 | Critical | Needs attention now. |
What goes into it
The score blends the signals you already see on the profile, each converted to a common 0–100% scale where higher is always better, then weighted by how much it says about a customer's loyalty and experience:
- NPS — loyalty (40%). How likely a customer is to recommend you. Loyalty is the strongest sign someone will stay, so it carries the most weight.
- CSAT — satisfaction (25%). How happy they've been with their recent experiences.
- CES — ease (20%). How easy you make it for them to get what they need.
- Transaction value (15%). A lighter nudge from how much the customer is worth — it can raise or steady a score, but never outweighs how a customer actually feels.
Only the signals a customer actually has are counted — the weights rebalance across whatever is present, so a customer with CSAT but no NPS is still scored fairly. At least one feedback signal (CSAT, NPS or CES) is needed: a customer with only spend and no feedback shows N/A rather than a misleading score.
Unsubscribing halves the score
An unsubscribe is a strong sign a customer is pulling away, so it halves the Experience Score — even someone with great feedback is capped at 50 once they opt out. See Blocked responders.
The breakdown in the details panel shows each signal in its own familiar form — NPS as its −100 to 100 score, the rest as percentages — alongside how much each one counted toward the total.
Confidence and the date range
A score built on one or two responses is a hint, not a verdict. When there's little data behind it, the heart dims and the panel marks the score low confidence — treat it lightly until more feedback arrives.
The "Based on N responses" line under the score counts every NPS, CSAT and CES answer in the selected period. Because a single response can answer more than one of these, it's counted once for each — so a customer who gave two surveys that each rated satisfaction and loyalty shows as four. It's a measure of how much feedback sits behind the score, not a count of people or transactions.
Like the rest of the profile, the Experience Score follows the date-range filter at the top of the page. Narrow it to a quarter or a campaign window to see how a customer's experience changed over that period.
How to use it
Turn the score into action
- Reach out to the reds first. Critical and At-risk customers are the most likely to churn — and where a save is worth the most.
- Treat an unsubscribe as urgent. Pair it with the customer's recent feedback to understand why.
- Watch the trend. Move the date range to see whether a customer is recovering or slipping.
The Experience Score is a directional signal to help you prioritize — not a guarantee. For the metrics behind it, see CX Metrics; to weight loyalty by spend across your whole base, see Weighted NPS; and for the full profile it lives on, see Responder profiles.