Only 36% of contact centres plan to use Customer Effort

In the future, only 36% of contact centres plan to use Customer Effort to measure customer satisfaction.

Poll – How will you measure Customer Satisfaction in the Future? – answers

Customer Effort – 36%
Quality Scores – 40%
NetPromoter  – 45%
First Contact Resolution – 47%
CSAT – Percentage Satisfied – 51%

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

Source: Call Centre Helper webinar poll – Webinar: How To Transform Customer Contact in the Contact Centre Sample size – 51 Date: February 2015