Customer Effort Score is a customer service measurement created by a the Corporate Executive Board, a firm offering research and advisory services to executives in large and midsized corporations, government, and financial services organizations worldwide. They have written a Harvard Business Review article which you can obtain for free describing this measurement and the study they used to derive it. They contend that this score is a better predictor of customer loyalty than any other customer satisfaction or customer service score.

I recently called my mobile service provider about some new services I required. Within about an hour I received a text telling me I was going to receive a text survey and 4 more texts of one question each. My answers were to be texted back. All the texts (both the ones I received and the ones I sent were considered free texts by my mobile service provider. It is interesting that I had also called the same company as they were my phone service supplier as well. They also called me with an automated survey where I spoke the answers. The four questions were identical. Three were 3 multiple choice questions and one was open ended.

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