Description

Customer Effort Score Framework: Customer Effort Score (CES) is a metric used to evaluate the ease with which customers can interact with a company’s services or products. It measures the effort required from customers to resolve an issue, fulfill a request, purchase a product, or use a service. The premise behind CES is straightforward: the less effort a customer has to expend, the more likely they are to remain loyal and satisfied with the brand.

CES is typically gauged through a single survey question asking customers to rate the ease of their recent interaction on a scale, for example, from “very easy” to “very difficult.” This simplicity makes CES a powerful tool for businesses to quickly identify pain points and friction in the customer journey and take actionable steps to improve the overall customer experience. By prioritizing efforts to reduce customer effort, companies can enhance satisfaction, increase loyalty, and potentially boost advocacy, as customers are more likely to return to and recommend brands that offer a seamless and effortless experience.

The Customer Effort Score Framework deliverable and template provides an in-depth overview of the concept, historical evolution, use cases, advantages, and shortcomings in a concise PowerPoint presentation.

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