Contentsquare Launches Digital Happiness Index to Help Brands Quantify Digital Customer Satisfaction

Contentsquare, an AI-powered digital experience insights platform, launched the Digital Happiness Index (DHI), a pioneering metric to help brands measure the quality of the experience they deliver across the web, mobile sites and apps.

For the first time, IT, product, marketing and merchandising teams can all track a single digital customer satisfaction score. The Digital Happiness Index nets out the collective impact of the dozens of actions taking place across departments to provide a brand with a single common barometer.

The Digital Happiness Index is a holistic experience score because it goes beyond traditional engagement, revenue and conversion metrics — often influenced by contextual factors such as seasonal promotions — to unlock a deeper understanding of customers’ digital happiness. The Digital Happiness Index analyzes a rich set of human behavioral data such as mouse movements and finger taps to more deeply and objectively evaluate customer satisfaction.

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The Digital Happiness Index uses behavioral data from the Contentsquare platform to analyze the following 5 Dimensions of Digital Experience:

1. Flawless: Are customers enjoying a smooth experience free of technical performance issues?

2. Engaged: Are customers engaging with and satisfied with the content?

3. Sticky: Are visitors loyal, returning to the site frequently?

4. Intuitive: Does the navigation make it easy for visitors to enjoy a complete experience?

5. Empowered: How easy is it for customers to find the products and services right for them?

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“Our customers wanted a calculation that is not contaminated by the ‘noise’ created by product and campaign launches, and which is unaffected by the many biases inherent to traditional methods of measuring satisfaction such as customer surveys. By creating a metric calculated strictly from customer behaviors, the Digital Happiness Index provides companies with a single score, which can be used to track the ROI of digital improvements,” said Jean-Marc Bellaiche, Chief Partnership & Strategy Officer at Contentsquare.

Digital Happiness Index experts from Contentsquare will be available at the Adobe Summit and at the One to One eCommerce Salon. The conference in Monaco will also be the stage for Contentsquare’s fourth UX Awards — an annual ceremony held in partnership with the One to One eCommerce Salon.

This is Contentsquare’s third major launch in six months. In 2018, the platform launched CS Live, a browser extension that enables clients to display key behavior metrics directly onto their website without the need for a dashboard. In 2019, it launched AI Alerts, a monitoring system that allows brands to detect and react to digital experience anomalies faster.

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