What is Customer Effort Score (CES) and How to Measure It?
Kayako
JUNE 16, 2022
A negative or annoying customer experience that doesn’t meet expectations, let alone exceed them, can quickly undermine loyalty. Even worse, 81% of customers who had to expend a lot of effort to achieve their CS goals intend to spread negative word of mouth about their experience. But what is the Customer Effort Score ?
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