Researches from CEB, in 2010, found that reducing customer effort leads to better customer loyalty and satisfaction than customer delight. Providing services that lower customer effort not only keep the customers happy but also reduce customer churn rate and customer service cost.
With Zonka Feedback, a Customer Effort Score Survey Software, you can run world-class Customer Effort Score Surveys to measure and improve customer effort.
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Customer Effort Score is one of the new and emerging indicators of customer satisfaction. It was introduced by CEB in 2010 as a new measure of customer service in Stop Trying to Delight Your Customers. The Customer Effort Score metric measures the effort experienced by a customer. They believe that customers are likely to be more satisfied and loyal if their experience was effortless.