Customer Effort Score

Find out why or why not Customer Effort Score (CES) outperforms Net Promoter and Customer Satisfaction scores. Is it better to satisfy rather than delight? Should 'making it easy' for your customers be your biggest priority?
Customer Effort Score (CES) is measured by asking a single question: “How much effort did you personally have to put forth to handle your request?”

10 December 2013

Is it the Customer Service Score or the Customer Service Experience?

Posted by The Daniel Group
There is clearly growing interest in improving customer service.  You see it in the number of companies promoting their service.  You also see it in the number of surveys you get about most anything you buy.  But I recently began to wonder if there is more interest in chasing a metric than making significant strides to improve the customer service experience.  A few examples to illustrate my point follow: