InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 227

Effort Score 2008 Metrics NPS 227

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 200

Effort Score 2008 Metrics NPS 200

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 200

Effort Score 2008 Metrics NPS 200

ShepHyken

MAY 26, 2017

seconds in 2008 with a mind boggling 19.19 Net Promoter Score (NPS). The Net Promoter Score needs no grand introduction. The ‘holy grail of metrics’ is used by most companies worldwide to track customer loyalty. Customer Satisfaction score (CSAT). Customer Effort Score (CES). seconds in 2009!

Metrics 91

Metrics Net Promoter Score Blog Effort Score 91

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. It’s more relationship-driven than the customer effort or customer satisfaction metrics reviewed previously.

Net Promoter Score 106

Net Promoter Score Customer Engagement NPS Engagement 106

Clicktools

JANUARY 27, 2017

Net Promoter Score® (NPS®). Fred Reichheld’s Net Promoter Score (NPS), the first and most widely known survey methodology, determines customer loyalty. Customer Effort Score (CES). Additional questions can be used to identify the sources of high-effort scores.

NPS 49

NPS Net Promoter Score Effort Score 2008 49

Wootric

AUGUST 4, 2020

It is the ideal way to tie customer loyalty to revenue. So we also use Customer Journey Metrics like Net Promoter Score, Customer Effort Score, Customer Satisfaction, etc. And don’t just say it; measure it with metrics like Net Promoter Score, Customer Satisfaction, and Customer Effort Score.

Metrics 52

Metrics Net Promoter Score E Commerce Effort Score 52