What is customer effort score?
Definition of customer effort score:
Customer effort score is a metric that measures customer satisfaction with a single question. The goal of this is to encourage brand loyalty by reducing customer effort.
For example, asking customers ‘how was your experience with salesperson __ today?’ with 4x options ‘great, good, ok, bad’ is a form of customer effort score.
Abbreviation: CES
Related content:
- Comparing NCS, CES and CSAT
- Customer effort is good: how successful brands make their customers sweat
- Why brands must stop trying to eliminate customer effort
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