The Customer Effort Score has got a lot of airplay – claiming to be the only Customer Service Metric that you would need.
In this article Guy Fielding looks at these claims, and finds that although Customer Effort is a good supporting indicator, it cannot be used as the primary Customer Service Metric.
In summer 2010, when Dixon, Freeman and Toman published their HBR paper “Stop trying to delight your customers” they not only offered hard pressed customer service people a tantalising hint of a less demanding service standard.