Interactive assessment

How hostile is the relationship?

Score a company across five extraction dimensions, then compare that hostility with the value the company still delivers. The calculation is visible. Nothing is hidden behind a black box.

Hostility inputs

Rate what the company takes.

Use 0 when the behavior is absent and 100 when it is severe, repeated, and central to the customer experience.

25% weight

Price Creep

Prices rise faster than the customer can reasonably explain through added value.

AbsentSevere

25% weight

Advertising Creep

Ads increasingly invade a product, including products customers already pay to use.

AbsentSevere

20% weight

Feature Erosion

Existing access, functionality, or quality is removed, degraded, or shifted into a higher tier.

AbsentSevere

15% weight

Data Collection

The company extracts more personal data than customers reasonably expect or need to provide.

MinimalExcessive

15% weight

Customer Lock-In

Leaving is made difficult through switching costs, incompatibility, lost history, or deliberate friction.

Easy exitEntrenched

Value input

Rate what the company gives back.

Consider product quality, reliability, usefulness, innovation, service, and whether the customer would genuinely miss it.

Customer Value Index

Overall Customer Value

How much meaningful value does the product or service currently deliver?

Little valueExceptional value

Interpretation

A high CHI does not automatically mean a bad company.

A company can extract aggressively and still deliver enormous value. That tension is exactly why CHI and CVI are measured separately.

The Customer Fairness Score shows the balance between the two. It is a diagnostic, not a moral verdict.

Read the methodology →