Less Than 20% of Contact Centres Calculate Customer Effort


According to our poll, only 18% of contact centres calculate a Customer Effort Score (CES), despite recent research highlighting that it is a better indicator of customer loyalty than the Net Promoter Score (NPS).

However, NPS is much more common in the  industry, with 52% of contact centres employing the metric.

The poll also reveals that Average Handling Time is the most commonly used metric, with 71% of contact centres using it, whilst First Contact Resolution the second most popular (63%).

Poll – “What Metrics do you use in your Contact Centre?” – answers

  • Average Handling Time (AHT) – 71%
  • First Contact Resolution (FCR) – 63%
  • NetPromoter Score (NPS) – 52%
  • Customer Satisfaction (CSAT) – 45%
  • Customer Effort Score (CES) – 18%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper Webinar: Efficiency vs Effectiveness     Sample size – 194     Date: October 2016

Author: Megan Jones

Published On: 28th Oct 2016 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, , , , , ,

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