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HubSpot’s Happiness Index Might Not Predict Customer Happiness

Inbound marketing software firm HubSpot has a Customer Happiness Index, which is commonly referred to as the CHI score. We found an interview with former VP of Customer Success, Jonah Lopin, who invented the CHI Score calculation. To read the entire article, click here.

Today, I want to dig into the CHI score to see how accurate it is at measuring actual client happiness. Here is an excerpt from the article to see how HubSpot calculates its CHI score:

The CHI score is a function of many dimensions of a customer’s usage of HubSpot software for marketing. CHI awards points for customers who blog regularly, track leads through our system and run effective email & conversion campaigns, engage in social media, etc.”