Summary
Customer Effort Score is a simple way of measuring how customers feel about the effort it took for them to interact with your company, service our support team. How much effort a customer needs to put in during his or her customer journey – time, money and risk.
There is a strong correlation between CES and NPS, organizations who make it easy for customers to buy are 62% more likely to close a sale, realize cost savings of 37% and are more loyal.
Alex and Erick walk through some real life examples of how customer effort scores can be assessed. The keys to improving your Customer Effort score are:
- Providing multiple channels for contact/feedback
- Using self-serve tools
- Reducing wait times