Resolution for 2010 Customer effort score: Shifting the loyalty curve by reducing customer effort

Aug 18

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The selection of the CES metric was derived from a survey using a convenience sample of almost 18,000 customers of CEB clients. CES suffers from similar problems to NPS: it’s proprietary and the data used for deriving it is not publicly available, making it difficult for third parties to verify the claims about the methodology. That said, I would encourage any contact center managers who are already CEB customers to check out the full report. It requires little effort (ahem) to integrate the Customer Effort Score into existing transactional surveys, which certainly makes it worth piloting.
http://blog.vovici.com/blog/bid/18229/Customer-Effort-Score-A-Loyalty-Predictor-for-Customer-Service-Interactions

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Posted on 2009/08/18, in Front Office and Customer Service Operations, Knowledge management, Performance management, Vision, visionaries, vision things, trends and tagged , , , , , , , , , , , , , . Bookmark the permalink. 18 Comments.

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