Hello Customer

JANUARY 6, 2022

The customer effort score (CES) is a key metric that shows companies how simple or difficult it is for customers to do business with them. It measures how much effort a customer has to put in to use a product or service, acquire information about its usage, or address a problem. Wondering how you can do that? CES: what is it?

Effort Score 98

Effort Score Net Promoter Score Touchpoint Metrics 98

InMoment XI

NOVEMBER 22, 2024

Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement. What Is Customer Effort Score (CES)? ( [link] ).

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

OCTOBER 31, 2024

Agent Effort Score (AES) AES is a unique metric that provides insight into agent performance from their perspective. Customer Effort Score (CES) The Customer Effort Score (CES) for call centers highlights how difficult it is for customers to resolve their issues with your agents.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

NOVEMBER 21, 2024

Key Metrics To Track for Voice of Customer Analysis Net Promoter Score Customer Satisfaction Score (CSAT) Customer Effort Score (CES) Response Rate Customer Lifetime Value (CLV) Churn Rate VoC metrics provide valuable insight into customer satisfaction and loyalty.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

ClientSuccess

AUGUST 23, 2022

Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. But what about the Customer Effort Score? What is a Customer Effort Score? How to calculate Customer Effort Score.

Effort Score 79

Effort Score Metrics Webinar Leadership 79

eglobalis

SEPTEMBER 5, 2024

How it complements CS : CSAT helps determine whether CS efforts, such as onboarding and training, are effective. Customer Effort Score (CES) Measures the effort required to resolve an issue or complete a task.

Metrics 419

Metrics Customer Success 2024 2023 419

PeopleMetrics

JANUARY 23, 2025

To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions. But knowing the score is just the starting point. Example: A SaaS company tracks CES scores during onboarding.

NPS 118

NPS E Commerce Effort Score Metrics 118

eglobalis

AUGUST 19, 2024

The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business Share on X Alternatives to NPS Customer Satisfaction Score (CSAT) measures customer satisfaction with specific interactions, providing more immediate and actionable feedback than NPS. It helps companies pinpoint areas needing improvement in real-time.

NPS 434

NPS Net Promoter Score Metrics 2025 434

Retently

JANUARY 13, 2025

Thats where Customer Effort Score (CES) steps in to save the day. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? It helps businesses measure and improve Customer Effort Score alongside other key experience metrics like NPS and CSAT.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

InMoment XI

AUGUST 30, 2022

Net Promoter Score® (NPS) is a trademarked metric between -100 and 100 that captures in aggregate the propensity of a company’s customers to attract and refer new business or/and repeat business. Customer Effort Score (CES). A company that provides effortless service gets a 7 while a company that makes it difficult gets a 1.

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score White Paper Effort Score 370

Zonka Feedback

MAY 26, 2022

Customer Service is one of the most important aspects of the overall Customer Experience. Customer service experiences influence the direct growth of brands. Therefore, it is critical to discover factors that are important for your customers to perceive service experiences as good.

Effort Score 98

Effort Score Loyalty Customers Customer Service 98

Zonka Feedback

MAY 10, 2022

Customer Service is an integral part of the overall Customer Experience. No matter how good your product is, there will be some instances when your customers will need you to serve them well. If you provide a great service to your customers, their overall experience improves to a large extent.

Effort Score 98

Effort Score Customers Brands Customer Service 98

InMoment XI

SEPTEMBER 21, 2021

For instance, it’s common to send out Net Promoter Score ( NPS), Customer Satisfaction (CSAT/OSAT), or Customer Effort Score ( CES ) surveys after a customer interacts with a brand, but what do these scores actually tell us?

Customer Relationships 433

Customer Relationships Net Promoter Score Customer Experience Effort Score 433

eglobalis

MARCH 30, 2025

Microsoft supplements its relationship NPS surveys with additional measures like Customer Effort Score (CES) for support interactions and product-specific satisfaction ratings. This multi-metric approach, supported by analytics, gives them a fuller picture.

Banking 312

Banking NPS B2B Social Media 312

BlueOcean

APRIL 1, 2025

The Changing CX Landscape: What Customers Really Want Customer effort score has become just as important as customer satisfaction score. And more importantly, how can we bridge it? Is it possible to build an AI self-serve solution that actually serves the customer? This trend is likely to continue.

Customers 156

Customers Effort Score Airlines Customer Journey 156

Cyara

JANUARY 9, 2024

In this blog, we’ll dive into the importance of this and why you should measure and understand your customer effort scores. This question is one of customers' primary concerns when first purchasing from a new business.

Effort Score 76

Effort Score Blog Measurement Customers 76

InMoment XI

OCTOBER 23, 2024

Banks can use CSAT scores to gain insights into customer experiences at key touchpoints like branch visits, customer support, or digital transactions. Customer Effort Score (CES) : CES evaluates how easy it is for customers to complete banking tasks, such as paying a bill online or filling out a loan application form.

Banking 195

Banking Customer Experience Financial Touchpoint 195

GetFeedback

FEBRUARY 14, 2019

Live chat metric #4: customer effort score (CES). There are a lot of metrics that gauge customer sentiment, but one of the lesser-used metrics, customer effort score (CES) , gives companies unique insight. A customer effort score focuses on the process customers go through to get help.

Metrics 186

Metrics Measurement Effort Score Connections 186

Help Scout

AUGUST 22, 2023

Use Customer Effort Score to see where you’re making things difficult for customers and learn how to improve your customer’s experience. Read the full article

Effort Score 85

Effort Score Loyalty Customers Article 85

GetFeedback

OCTOBER 22, 2018

And it’s the level of customer effort —how quickly and effectively issues are solved—that will determine how likely they will return to your company. To see where your company stands with this, use a customer effort score (CES) survey that asks the user to rate a statement on a scale of 1-10.

Customer Retention 225

Customer Retention Net Promoter Score Effort Score NPS 225

InMoment XI

JANUARY 2, 2023

Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ). What Is Net Promoter Score (NPS)? What Is Customer Effort Score? and is scored on a numeric scale.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Experience Investigators by 360Connext

FEBRUARY 6, 2024

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Customer Effort Score What is it? How do you measure it?

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

GetFeedback

SEPTEMBER 20, 2019

Customer Effort Score (CES). The Customer Effort Score question asks customers their agreement with the statement: “The company made it easy to handle my issue,” using a seven-point scale from 1 = strongly disagree to 7 = strongly agree. . The score is calculated in various ways.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

InMoment XI

DECEMBER 17, 2024

These can include: Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES) These metrics can reflect the changes in how the customers perceive their experience.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

JUNE 16, 2020

Can Customer Effort Score (CES) help? Some brands began to care about customer effort thanks to tracking Customer Effort Score, or CES. Customer Effort Score is a helpful metric to track. The basic formula asks the customer to score the amount of effort for a specific interaction.

Effort Score 214

Effort Score Contact Center Touchpoint Customer Journey 214

InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn.

Call Center 195

Call Center Contact Center Social Media Apparel 195

GetFeedback

APRIL 22, 2019

Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more.

Customer Satisfaction 323

Customer Satisfaction Net Promoter Score NPS Effort Score 323

GetFeedback

DECEMBER 11, 2018

Get to the root of customer churn with Customer Effort Score (CES). The Customer Effort Score survey measures how difficult it was for a customer to solve their problem by asking, “Did we make it easy for you to resolve your issue today?”.

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

InMoment XI

AUGUST 9, 2024

customer satisfaction helps you measure overall satisfaction, while customer effort score measures the ease of which customers interact with your business. ” A lower effort score indicates a smoother, more positive customer experience. The metrics you choose will depend on what your customer experience goals are.

Customer Experience 221

Customer Experience Net Promoter Score 2024 Customer Journey Mapping 221

InMoment XI

MARCH 14, 2025

These include: Customer Satisfaction Score (CSAT) Net Promoter Score (NPS) First Call Resolution (FCR) Customer Effort Score Each of these metrics measures the quality of customer interactions, putting qualitative and emotional data into measurable formats.

Call Center 195

Call Center Metrics Average Handle Time Contact Center 195

GetFeedback

APRIL 19, 2018

Survey Tip #5: Measure Customer Effort Score. Whether they utilize your knowledge base or contact support, they’re looking for a resolution with the least amount of effort. This is where measuring customer effort score can help. Learn more about measuring the Customer Effort Score.

Engagement 170

Engagement Effort Score Measurement Article 170

GetFeedback

FEBRUARY 7, 2020

Below, we’ll take a look at the three most common key performance indicators (KPIs) used to measure different aspects of the customer experience: Customer Satisfaction, Net Promoter Score and Customer Effort Score. Customer Effort Score (CES). As the name suggests, Customer Effort Score measures customer effort.

NPS 199

NPS Net Promoter Score Effort Score Measurement 199

GetFeedback

MARCH 25, 2019

A perfect example of this is using a Customer Effort Score (CES) question followed by an optional short answer question. The example above starts with a customer effort score (CES) , asking customers to agree or disagree with the following statement, “GetFeedback made it easy for me to handle my issue.”

Net Promoter Score 186

Net Promoter Score Effort Score NPS Reference 186

eglobalis

JULY 2, 2024

Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions or transactions. Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Experience Investigators by 360Connext

JULY 24, 2015

Net Promoter Score (NPS) was the “only” metric that mattered for a while. But now there is a backlash in some organizations and data like Customer Effort Scores (CES) are on the rise. Those don’t do much to actually improve the experience, either. What metric will matter tomorrow? Who will your customers be?

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

GetFeedback

JULY 19, 2018

For example, our support team measures Customer Effort Score (CES) across support channels and case categories. They use a dashboard to compare customer effort by support channel and topic, so they can spot customer painpoints and alert the right team.

Net Promoter Score 240

Net Promoter Score Effort Score NPS Feedback 240

GetFeedback

SEPTEMBER 14, 2018

With metrics like Net Promoter Score (NPS) and customer satisfaction (CSAT) , you can leverage your findings to gauge how you’re performing. The Customer Effort Score (CES) is a way to fully understand the customer experience on a holistic level. How reducing customer effort increases customer loyalty.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170