The Customer Effort Score is a customer service experience metric that accounts for the ease of handling customer interactions and resolution during a service request. Our research indicates effort is the best transactional loyalty metric for the customer service organization, serving as an excellent leading and lagging indicator of customer intent to repurchase and increase spend, as well as actual word of mouth.
The official wording of the question is, “[The company] made it easy for me to handle my [request].” The words in brackets are meant to denote where there is flexibility in wording. For obvious reasons, “the company” would be dynamic for each individual business. As for “request,” while that is our most generalized version of how to denote a service interaction, it’s reasonable to use more specific and relevant words to characterize what a “request” means within the context of your business. For some in traditional break/fix organizations, the word “issue” might be the best fit. You could be even more specific by having the phrase dynamically adapt to the contact type, such as having customers rate the ease of handling their “order inquiry.” Ultimately, the goal of the question is to understand the degree to which the company makes handling customer interactions easy, so its application to contact types is interchangeable.