Are you measuring your business’ Customer Effort Score (CES)?

Posted Posted in Customer Loyalty, Customer Loyalty Measurements

A few weeks ago, we have talked about NPS (Net Promoter Score) as the de facto standard for measuring Customer Loyalty. In 2008, the CCC (Customer Contact Leadership Council) a division of the Corporate Executive Board (CEB is now part of Gartner) created the Customer Effort Score (CES), as a better alternative to NPS. CCC believes their CES metric […]