Happiness Level
Intermediate CSM Practice
Last updated
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Intermediate CSM Practice
Last updated
Was this helpful?
The Happiness Level Pipeline tracks customer sentiment by collecting and analyzing their feedback over time. It categorizes customers into different stages based on how satisfied they are with your product or service. This helps in identifying happy customers for referrals and at-risk customers who may need attention.
Each stage in the pipeline can trigger automation to request feedback, follow up with dissatisfied users, or engage with happy customers for testimonials and upsells.
Understanding customer happiness is just as important as tracking engagement. Even if a customer is active, they may still be dissatisfied, which can lead to churn. This pipeline provides:
Early detection of dissatisfaction to prevent cancellations.
Opportunities to strengthen relationships with satisfied customers.
A structured way to act on feedback using automated follow-ups.
Instead of waiting for customers to leave, this system ensures you’re always aware of their sentiment and can act accordingly.
Customers see a feedback button in their HighLevel interface when enabled.
Every 30 days, they are prompted to rate their satisfaction.
Feedback is categorized as Very Happy, Happy, Neutral, or Not Happy.
Each response affects their overall Happiness Level score.
😃 Very Happy → Highly satisfied, likely to refer others.
🙂 Happy → Satisfied but may have minor concerns.
😐 Neutral → Neither satisfied nor dissatisfied, needs engagement.
😟 Not Happy → Unhappy customers at risk of leaving.
The pipeline allows you to automate actions based on customer sentiment. Automations are drafted but fully customizable to match your tone. Examples:
Not Happy → Trigger a support follow-up, offer a call, or send a survey.
Neutral → Send an engagement email or check-in message.
Happy → Share useful resources to improve their experience.
Very Happy → Request testimonials, case studies, or referrals.
Internal notifications are on by default so your team is alerted when feedback changes.
You can customize responses, messages, and actions to fit your brand’s engagement strategy.
When tracking customer sentiment to improve retention.
When identifying potential churn risks early.
When looking for testimonials or case study opportunities.
When engaging happy customers for upsells or referrals.
Customer Success Teams → Address dissatisfaction before it leads to churn.
Sales & Growth Teams → Identify satisfied customers for upsells and referrals.
Support Teams → Prioritize outreach to unhappy customers.
Business Owners & Executives → Get a clear picture of customer satisfaction trends.
By keeping track of customer happiness, this pipeline ensures you always know where you stand and can take action at the right time.
