https://cio-wiki.org//index.php?title=Customer_Effort_Score_(CES)&feed=atom&action=historyCustomer Effort Score (CES) - Revision history2024-03-19T06:42:55ZRevision history for this page on the wikiMediaWiki 1.35.1https://cio-wiki.org//index.php?title=Customer_Effort_Score_(CES)&diff=11926&oldid=prevUser at 19:22, 7 December 20222022-12-07T19:22:15Z<p></p>
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<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 19:22, 7 December 2022</td>
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<tr><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[Customer]] Effort Score (CES) is a customer [[service]] metric that measures user experience with a [[product]] or service. Customers rank their experience on a seven-point scale ranging from "Very Difficult" to "Very Easy." This determines how much effort was required to use the product or service and how likely they'll continue paying for it.<ref>Defining Customer Effort Score (CES) [https://blog.hubspot.com/service/customer-effort-score Alex Birkett]</ref></div></td><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[Customer]] Effort Score (CES) is a customer [[service]] metric that measures user experience with a [[product]] or service. Customers rank their experience on a seven-point scale ranging from "Very Difficult" to "Very Easy." This determines how much effort was required to use the product or service and how likely they'll continue paying for it.<ref>Defining Customer Effort Score (CES) [https://blog.hubspot.com/service/customer-effort-score Alex Birkett]</ref></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>In 2010, researchers from CEB found that reducing the amount of effort a customer has to do to get their problem solved is a higher <del class="diffchange diffchange-inline">[[</del>indicator<del class="diffchange diffchange-inline">]] </del>of customer loyalty than delight. By acting on this insight and removing obstacles for the customer, they found companies can reduce customer service costs and <del class="diffchange diffchange-inline">[[</del>attrition<del class="diffchange diffchange-inline">]] </del>rates. CEB found that indicators of high effort activities include customers switching channels to get their problem resolved, repeating information, generic service, and getting transferred to a different agent. According to the research published in the book, the Effortless Experience, “96% of customers with a high-effort service interaction become more disloyal compared to just 9% who have a low-effort experience. Disloyal customers are likely to cost the company more — they spread negative word of mouth and cease future purchases.”<ref>History of Customer Effort Score (CES) [https://www.qualtrics.com/experience-management/customer/customer-effort-score/#targetText=Customer%20Effort%20Score%20(CES)%20is,returned%20or%20a%20question%20answered.&targetText=The%20idea%20is%20that%20customers,that%20is%20easier%20to%20use. Qualtrics]</ref></div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>In 2010, researchers from CEB found that reducing the amount of effort a customer has to do to get their problem solved is a higher indicator of customer loyalty than delight. By acting on this insight and removing obstacles for the customer, they found companies can reduce customer service costs and attrition rates. CEB found that indicators of high effort activities include customers switching channels to get their problem resolved, repeating information, generic service, and getting transferred to a different agent. According to the research published in the book, the Effortless Experience, “96% of customers with a high-effort service interaction become more disloyal compared to just 9% who have a low-effort experience. Disloyal customers are likely to cost the company more — they spread negative word of mouth and cease future purchases.”<ref>History of Customer Effort Score (CES) [https://www.qualtrics.com/experience-management/customer/customer-effort-score/#targetText=Customer%20Effort%20Score%20(CES)%20is,returned%20or%20a%20question%20answered.&targetText=The%20idea%20is%20that%20customers,that%20is%20easier%20to%20use. Qualtrics]</ref></div></td></tr>
</table>Userhttps://cio-wiki.org//index.php?title=Customer_Effort_Score_(CES)&diff=7136&oldid=prevUser: The LinkTitles extension automatically added links to existing pages (https://github.com/bovender/LinkTitles).2021-02-06T15:02:26Z<p>The LinkTitles extension automatically added links to existing pages (https://github.com/bovender/LinkTitles).</p>
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<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 15:02, 6 February 2021</td>
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<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>Customer Effort Score (CES) is a customer service metric that measures user experience with a product or service. Customers rank their experience on a seven-point scale ranging from "Very Difficult" to "Very Easy." This determines how much effort was required to use the product or service and how likely they'll continue paying for it.<ref>Defining Customer Effort Score (CES) [https://blog.hubspot.com/service/customer-effort-score Alex Birkett]</ref></div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">[[</ins>Customer<ins class="diffchange diffchange-inline">]] </ins>Effort Score (CES) is a customer <ins class="diffchange diffchange-inline">[[</ins>service<ins class="diffchange diffchange-inline">]] </ins>metric that measures user experience with a <ins class="diffchange diffchange-inline">[[</ins>product<ins class="diffchange diffchange-inline">]] </ins>or service. Customers rank their experience on a seven-point scale ranging from "Very Difficult" to "Very Easy." This determines how much effort was required to use the product or service and how likely they'll continue paying for it.<ref>Defining Customer Effort Score (CES) [https://blog.hubspot.com/service/customer-effort-score Alex Birkett]</ref></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>In 2010, researchers from CEB found that reducing the amount of effort a customer has to do to get their problem solved is a higher indicator of customer loyalty than delight. By acting on this insight and removing obstacles for the customer, they found companies can reduce customer service costs and attrition rates. CEB found that indicators of high effort activities include customers switching channels to get their problem resolved, repeating information, generic service, and getting transferred to a different agent. According to the research published in the book, the Effortless Experience, “96% of customers with a high-effort service interaction become more disloyal compared to just 9% who have a low-effort experience. Disloyal customers are likely to cost the company more — they spread negative word of mouth and cease future purchases.”<ref>History of Customer Effort Score (CES) [https://www.qualtrics.com/experience-management/customer/customer-effort-score/#targetText=Customer%20Effort%20Score%20(CES)%20is,returned%20or%20a%20question%20answered.&targetText=The%20idea%20is%20that%20customers,that%20is%20easier%20to%20use. Qualtrics]</ref></div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>In 2010, researchers from CEB found that reducing the amount of effort a customer has to do to get their problem solved is a higher <ins class="diffchange diffchange-inline">[[</ins>indicator<ins class="diffchange diffchange-inline">]] </ins>of customer loyalty than delight. By acting on this insight and removing obstacles for the customer, they found companies can reduce customer service costs and <ins class="diffchange diffchange-inline">[[</ins>attrition<ins class="diffchange diffchange-inline">]] </ins>rates. CEB found that indicators of high effort activities include customers switching channels to get their problem resolved, repeating information, generic service, and getting transferred to a different agent. According to the research published in the book, the Effortless Experience, “96% of customers with a high-effort service interaction become more disloyal compared to just 9% who have a low-effort experience. Disloyal customers are likely to cost the company more — they spread negative word of mouth and cease future purchases.”<ref>History of Customer Effort Score (CES) [https://www.qualtrics.com/experience-management/customer/customer-effort-score/#targetText=Customer%20Effort%20Score%20(CES)%20is,returned%20or%20a%20question%20answered.&targetText=The%20idea%20is%20that%20customers,that%20is%20easier%20to%20use. Qualtrics]</ref></div></td></tr>
</table>Userhttps://cio-wiki.org//index.php?title=Customer_Effort_Score_(CES)&diff=5004&oldid=prevUser at 19:55, 11 October 20192019-10-11T19:55:27Z<p></p>
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<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>'<del class="diffchange diffchange-inline">''Content Coming Soon'''</del></div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">Customer Effort Score (CES) is a customer service metric that measures user experience with a product or service. Customers rank their experience on a seven-point scale ranging from "Very Difficult" to "Very Easy." This determines how much effort was required to use the product or service and how likely they</ins>'<ins class="diffchange diffchange-inline">ll continue paying for it.<ref>Defining Customer Effort Score (CES) [https://blog.hubspot.com/service/customer-effort-score Alex Birkett]</ref></ins></div></td></tr>
<tr><td colspan="2"> </td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div> </div></td></tr>
<tr><td colspan="2"> </td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">In 2010, researchers from CEB found that reducing the amount of effort a customer has to do to get their problem solved is a higher indicator of customer loyalty than delight. By acting on this insight and removing obstacles for the customer, they found companies can reduce customer service costs and attrition rates. CEB found that indicators of high effort activities include customers switching channels to get their problem resolved, repeating information, generic service, and getting transferred to a different agent. According to the research published in the book, the Effortless Experience, “96% of customers with a high-effort service interaction become more disloyal compared to just 9% who have a low-effort experience. Disloyal customers are likely to cost the company more — they spread negative word of mouth and cease future purchases.”<ref>History of Customer Effort Score (CES) [https://www.qualtrics.com/experience-management/customer/customer-effort-score/#targetText=Customer%20Effort%20Score%20(CES)%20is,returned%20or%20a%20question%20answered.&targetText=The%20idea%20is%20that%20customers,that%20is%20easier%20to%20use. Qualtrics]</ref></ins></div></td></tr>
</table>Userhttps://cio-wiki.org//index.php?title=Customer_Effort_Score_(CES)&diff=1799&oldid=prevUser: Created page with "'''Content Coming Soon'''"2018-12-18T21:04:21Z<p>Created page with "'''Content Coming Soon'''"</p>
<p><b>New page</b></p><div>'''Content Coming Soon'''</div>User