Use of Customer Effort score

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Use of Customer Effort score
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Customer Effort Score is a customer satisfaction
metric that measures the level of effort a
customer had to put in to achieve their desired
outcome when interacting with a company. It is an
important metric because it can directly affect
customer loyalty and repeat business. The
primary use of the CES is to identify areas where
customers are experiencing high levels of effort
when interacting with a company. By measuring
CES, companies can gain insights into the
factors that contribute to a poor customer
experience and take action to reduce customer
effort.
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Use of Customer Effort score
Identifying pain points Improving customer
service Measuring the impact of process changes
Benchmarking against competitors
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