Free Engineering Workbench calculator
Customer effort score
Measure how easy customers found it to get things done.
Sales & customer successHow it's worked out
- Easy share = scores 5 to 7 ÷ responses
- Seven-point agreement scale; asked right after the interaction
NoteEffort predicts loyalty better than delight in service contexts. Read verbatim comments from the difficult group.
Source: Dixon, Freeman and Toman, Stop Trying to Delight Your Customers (HBR 2010); Gartner CES 2.0
Need help acting on this number?
VVnT SeQuor's our services practice helps teams turn this metric into a plan.