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42% of Contact Centres Have No Plans to Begin Measuring Customer Effort

Published On: 8th Jun 2015 08:00

According to our poll, over 40% of contact centres don’t measure Customer Effort – and have no plans to!

Furthermore, it is only 30% who currently do so, with just half of those calculating a Customer Effort Score (CES).

Poll – Do you measure customer effort? – answers

Yes, Customer Effort Score – 15%
Yes, Other method – 15%
No, but we are planning to – 28%
No – 42%

Source: Call Centre Helper webinar: Innovation that Makes Customers’ Lives Easier Sample size – 110

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

42% of Contact Centres Have No Plans to Begin Measuring Customer Effort

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