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