CX Score
Understand customer experience at scale.
Understanding how customers feel about your support experience is critical—but traditional surveys only tell part of the story. CX Score gives you a complete, consistent view by measuring every conversation, so you can confidently improve support across both Fin and your team.
Prerequisites
To get the most value from CX Score, make sure the following are in place.
- Fin deployed: CX Score is only available when Fin is live and handling conversations.
- Sufficient conversation volume: Allow conversations to accumulate so CX Score can generate meaningful insights.
- Pro add-on: Enable the Pro add-on to access CX Score and AI-powered insights.
Video transcript
How do you know what your customers really feel about your support experience? Here's a clue. It's not from CSAT surveys. Most customers never respond, and when they do, it's usually the happiest or the most frustrated, leaving a huge gap in the middle. Instead, customer experience score, or CX score for short, measures one hundred percent of conversations across both Fin and your team. So you know how all of your customers feel, not just those who responded. It uses signals like answer quality, customer effort, sentiments and more to generate a score from one to five for every single conversation. Also adding an AI generated summary so you understand the context. In performance, see the percentage of conversations with a strong CX score, the best overall measure of the customer experience you're providing. Compare your score to your industry benchmarks. And in reports, go even deeper. Compare CX scores for Fin and your team. Track performance over time and see the reasons and the topics that are driving poor CX scores, so you know where to focus your efforts. With CX score, you're no longer guessing how your customers feel, you know. And you get the insights you need to make every experience even better.
Why CX Score matters
Traditional CSAT surveys only capture feedback from a small, self-selecting group—often skewed toward very positive or very negative experiences. This leaves a large portion of customer interactions unmeasured and makes it difficult to get a reliable view of overall support quality.
CX Score solves this by evaluating every meaningful conversation, across both Fin and your team, without relying on surveys. This creates a more complete and consistent measure of customer experience, helping you track trends, identify friction points, and improve support at scale.
How CX Score works
CX Score uses machine learning to analyze each conversation and assign a score from 1 to 5 based on key signals. These signals—called CX Score Reasons—highlight what influenced the customer’s experience, whether positive or negative.
These include factors like answer quality (for both Fin and teammates), customer effort, emotional signals, and feedback on your product, service, or policies. By breaking down why a score was assigned, CX Score not only tells you how customers feel, but also gives you clear direction on what to improve.
