Customer effort score

What is the Customer Effort Score (CES)?

Customer effort score is a metric used to evaluate the ease of customer interactions with a company. It typically involves asking customers to rate how much effort they had to exert to get their issues resolved or their questions answered.

Why is the Customer Effort Score important?

CES is crucial because it directly impacts customer satisfaction and loyalty. A lower effort score indicates that customers find it easy to interact with your company, which can lead to increased loyalty and positive word-of-mouth.

Tips for improving the Customer Effort Score

• Simplify processes: Streamline customer interactions to reduce effort, whether through more intuitive website navigation or clearer communication.
• Work with Neople: Employ your digital coworker to handle repetitive tasks and provide quick, accurate responses to customer inquiries.
• Gather feedback: Regularly collect and analyze customer feedback to identify pain points and areas for improvement.