Just 18% of Contact Centres Measure Customer Effort 433 Filed under - Archived Content Surprisingly, with many people arguing that effort has more of an impact than success when it comes to customer loyalty, only 18% of industry experts confirmed that their contact centre calculates customer effort. However, 29% of respondents did select the “Not Sure” option, with 53% confirming that they have not emplaced a customer effort based metric. Poll – “Do you measure Customer Effort?” – answers Yes – 18% Not sure – 29% No – 53% Source: Call Centre Helper Webinar Poll – Webinar: Best Practices in Improving Call Centre Performance Sample size – 102 Date: June 2015 Author: Megan Jones Published On: 28th Nov 2015 - Last modified: 23rd Sep 2019 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter