Are you tracking your customer effort score? If not, maybe you should. Many service leaders prefer this key performance indicator (KPI) over tried-and-true metrics like customer satisfaction, Net Promoter Score, and customer retention.
That should come as no surprise. Our research shows that customers place a premium on ease and convenience: 61% would rather use self-service to resolve simple issues, while 74% expect to be able to do anything online that they can do in-person or by phone.
With expectations like that, it’s no wonder so many companies keep an eye on customer effort. But how do you measure that — and more importantly, how do you improve it? Let’s take a few minutes to review what customer effort score really means, why it’s important, and what you can do to make yours even better. (If you’d like to skip ahead, just use the table of contents to jump
Leave a Reply