Meter
Client happiness (C)
Client happiness is the first C.A.L.M. meter: a score from 1 to 10, asked to every client, never estimated by the owner and never NPS. Norm: an average of 9.0 and no single client under a 7.
Why asked, not estimated
Owners estimate high. Clients who are about to leave rarely complain first. One number per client per month, asked, makes the leak visible before it shows up in revenue.
The guardrail
Inflow that lowers client happiness has hit the guardrail. Growth that drops this meter is Bad Growth, whatever the revenue graph says.
The link to the other meters
A client under a 7 is usually also a client under 40% margin and one who asks for the founder by name. Fixing C often fixes M and A with it. See C.A.L.M..
Frequently Asked Questions
Why not NPS?
NPS asks about recommending. This asks the client how happy they are with you, now, on a scale they understand. Per client, so you know who, not just how many.
What do I do with a 6?
Have the conversation this month, and decide: fix it or end it. A client under a 7 for three months is a decision you are postponing.