Customer effort scores range from 1 to 5, where higher numbers indicate better performance. This metric is calculated based on how well a business meets its customers’ expectations and needs, and includes factors like service quality, product quality, and responsiveness.
In this post, we’ll explain how it works and what it means for your business.
A customer effort score is calculated using four metrics:
1) Service quality – How well does a company meet its customers’ expectations and requirements?
2) Product quality – How good is the product or service provided?
3) Response time – How quickly do companies respond to requests and complaints?
4) Value – How much value does a company provide to its customers?
Understand what it means
The customer effort score (CES) is a simple yet powerful metric that measures how well a company is doing at delivering on its promises. It was developed by David F. Dobbins, who worked as a consultant for IBM before founding his own firm, DDD Consulting. He has been using CES since 2003 to help companies improve their customer service.
Understand how it works.
The customer effort score is one of the most important metrics used to evaluate a company’s overall performance. Companies use it to identify areas of improvement and to measure the effectiveness of marketing campaigns.
Learn more about this metric
This formula is based on the premise that customers will only stay with a business if they feel valued and appreciated. If a company’s service quality is high, then its product quality should also be high. A good response time means that customers receive answers quickly. And when a company offers value, customers will come back again and again.
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