What is a Customer Effort Score–and Why Does it Matter?

Posted by Tara Wildt on Jul 29, 2020 8:00:00 AM

There are many ways to measure your organization's customer experience, from quantitative surveys to qualitative interviews and reviews. When it comes to identifying areas for improvement, however, there are a few key metrics your organization should be tracking on a regular basis. Most organizations are familiar with Net Promoter Scores (NPS) and Customer Satisfaction Scores (CSAT). But one of the more overlooked metrics is the Customer Effort Score (CES). Customer effort measures how easy or difficult it is for a customer to interact with your organization. In other words, how much effort does a customer need to expend to accomplish a particular task?

Read More

Topics: customer experience, user experience, customer frustration, customer effort