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