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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 joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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