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Customer Effort measures how easy it is for your customers to do business with you. The metric is captured by surveying customers and asking: How easy was it to get the resolution you wanted today?  

Measured on a scale of 1–7, a Customer Effort Score (CES) of 1 indicates an extremely difficult experience, while a CES of 7 indicates an effortless experience. 

Fewer than half of all support organizations track CES, but customer effort is part of the overall customer experience.   

Two other metrics that are often considered important to the overall customer experience are customer satisfaction and net promoter score. 

These three metrics – Customer Effort, Customer Satisfaction, and Net Promoter Score – can be combined into a single overall measure of the Customer Experience. 

Learn more in the HDI Metric of the Month!

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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