Customer Effort Score
How much effort do customers have to put in to have their issues resolved? Measuring customer effort has become increasingly common. The aggressive digitalisation we are all seeing the effect of through new e-services etc. has also made it more beneficial to ask the customer precisely this question: ”How simple did we make it for you to resolve your issue?”
The expectation that things should proceed quickly and with minimum effort is increasing in all industries, in both the private and the public sectors. Loyalty is more linked with it becoming simpler to be a customer and having your needs and issues resolved. Effective and professional service still remains as an important driving factor, but it is at more of a hygiene level that is always expected. Having a high score for ”Simplicity” means that as much effort as possible is removed for the customer.