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Customer Effort Score is a customer satisfaction metric that measures the level of effort a customer had to put in to achieve their desired outcome when interacting with a company. It is an important metric because it can directly affect customer loyalty and repeat business. The primary use of the Customer Effort Score (CES) is to identify areas where customers are experiencing high levels of effort when interacting with a company. By measuring CES, companies can gain insights into the factors that contribute to a poor customer experience and take action to reduce customer effort.
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Customer Effort Score is a customer satisfaction metric that measuresthelevelofeffortacustomerhadtoputintoachievetheir desiredoutcomewheninteractingwithacompany.Itisanimportant metric because it can directly affect customer loyalty and repeat business. The primary use of the CES is to identify areas where customersareexperiencinghighlevelsofeffortwheninteracting withacompany.BymeasuringCES,companiescangaininsightsinto thefactorsthatcontributetoapoorcustomerexperienceandtake actiontoreducecustomereffort.
UseofCustomerEffortscore Identifyingpainpoints Improvingcustomerservice Measuringtheimpactofprocesschanges Benchmarkingagainstcompetitors
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