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!