Hello Customer

JANUARY 6, 2022

The customer effort score (CES) is a key metric that shows companies how simple or difficult it is for customers to do business with them. It measures how much effort a customer has to put in to use a product or service, acquire information about its usage, or address a problem. A little bit of history.

Effort Score 98

Effort Score Net Promoter Score Touchpoint Metrics 98

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 59

Net Promoter Score Contact Center Omnichannel Effort Score 59

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 48

Net Promoter Score Contact Center Omnichannel Effort Score 48

Kayako

APRIL 25, 2017

Tracking customer effort can help support and product teams determine where customers are struggling. There’s an easy way to find out where these high-effort points are occurring, by tracking customer effort transactionally using the CES survey. Transactional metrics. Sending a Customer Effort Survey.

Net Promoter Score 63

Net Promoter Score Effort Score 2010 Metrics 63

CSM Magazine

JUNE 19, 2019

Customer expectations of interactions with brands and businesses have intensified and show no sign of slowing down. Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010. From this research a new customer metric Customer Effort Score (CES) was born.

Loyalty 69

Loyalty Customer Service Social Media 2010 69

Kustomer

NOVEMBER 25, 2021

So whether that’s data in Kustomer or whether that’s data from maybe your recorded phone conversations or chat interactions or other conversational data that, you know, many companies have recorded for years and captured for years, but they’ve never leveraged for any good purpose to really understand the customer experience.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Kayako

JUNE 16, 2022

The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. For example, reducing customer effort in self-service options and streamlining the live call experience. But what is the Customer Effort Score ?

Effort Score 62

Effort Score Measurement Net Promoter Score Metrics 62