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


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

Published On: 8th Jun 2015 - Last modified: 18th Sep 2019
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