This metric shows how much effort the customer thinks they had to put in to have their problem resolved. It’s a survey question “How easy was it for you to get your problem solved?” (scale of 1 to 5). Knowing your CES allows you to see what needs to be done to improve the way your support team interacts with your customers. It is a strong predictor of future customer loyalty – those with high effort scores are less likely to become return customers.
Customer Effort Score (CES)
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