CX Score measures how customers feel about their support experience - across both Fin and human interactions. It gives support leaders and teams full visibility into customer sentiment, without relying on surveys.

Use this article to understand how the CX Score works, view your scores in the Performance report and Topics Explorer, compare your performance against industry peers using the Benchmark panel, and apply best practices to improve your score over time.

The CX Score is helping support leaders and teams address the following issues:

The CX Score addresses these gaps by scoring every meaningful interaction—without relying on surveys—so support teams can get a fuller, more consistent view of customer sentiment across both Fin and teammate conversations.

The CX Score uses machine learning to score meaningful conversations based on specific factors called CX Score Reasons — the named signal categories the model evaluates in each conversation.

The model analyzes the conversation to identify clear signals—positive or negative—across the following categories:

Each reason is evaluated independently. If a clear signal is found, the model assigns a value (positive, negative, high, or low). If there is no strong indication, the attribute is considered neutral.

There is no hidden formula or weighting where one reason influences the score more than another. Instead, the model looks at the combination of non-neutral reasons to derive a holistic CX Score rating from 1 to 5.

A conversation will receive a CX rating once the following conditions are met:

To keep scores accurate, the model automatically filters out spam.

To see your CX Score, go to Analyze > Performance and you will see the CX Score chart in the first section of the report.

You'll see the percentage of positive customer ratings out of all ratings received for conversations handled exclusively by Fin, without any human agent involvement.

If the CX Score chart isn't visible, check that you meet all three eligibility criteria in the note at the top of this article.

This score reflects how satisfied customers are with Fin's service. In the CX Score chart, click Drill-in to view the conversations behind Fin’s CX Score, along with a summary that highlights key moments and explains why each score was given.

The Topics Explorer (Analyze > Topics Explorer) lets you track your CX Score performance by topic. Each topic shows a CX Score so you can see which issue areas are handled well and which need attention.

Focus where it matters most by identifying high-volume, poor CX Score topics and click on them to see the tree map and line charts broken down by subtopics. This enables you to make targeted improvements to the most impactful subtopics by addressing the root cause of the volume and negative CX.

To go deeper, filter the Topics Explorer by a specific CX Score reason to pinpoint which topics are driving scores for that reason. For example, filter by "CX Score reasons is Negative product feedback" to see which topics generate the most negative CX Scores for that reason specifically, then drill into those topics to understand the root cause and take targeted action.

The Benchmark panel in the Fin Performance report lets you compare your CX Score against anonymised peer groups, segmented by industry. It's available to Pro plan customers only.

The panel includes:

If you don't see the Benchmark button, confirm your workspace includes the Pro add-on.

To maximize the value of your CX Score, we recommend the following: