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According to Gartner, 96% of customers with a high-effort service interaction become more disloyal compared to just 9% who have a low-effort experience. A high effort service interaction can mislead your customers and make them lose interest in your brand. They either leave your website or share the negative word of mouth about you. So, to avoid this situation, the Customer Effort Score (CES) enters into the play.
The Customer Effort Score Survey serves the businesses with the metric that not only triggers specific interaction between them and their customers but also gauge the level of effort they put to achieve their goals. CES helps the business to deliver higher-quality interactions and improve fidelity towards the brand.
Here are some noticeable statistics that can help you to realize very well that why you need Customer Effort Score for your business:
- Ensure Effortless Experience - 88% of the customer going through an effortless experience are likely to spend more.
- Improves Repurchase Rate - 94% of customers who experienced low-effort service interaction are intended to repurchase.
- Reduce Cost - CES has phenomenally declined 40% of repeat calls, 50% of escalations and 54% of channel switching. This has lower the effort experiences and reduced costs by 37%.
Research suggests that high-effort interaction or service experience leads to disloyal customers and increase the churn rate. Whereas, the low-effort experience will quantify customer experience and increase loyal customers. Customer Effort Score is the one-stop solution that offers unique insights on your customer experience and helps you to increase customer loyalty without spending extra services and support expenses.