Customer Service: Helping or Hurting?

Bad service experiences have a long-lasting impact

News travels fast

During just one year, over 28 million people could see or hear bad things about your company because of negative customer service experiences. And that's assuming nothing else goes wrong with your brand. View our infographic to learn more.

Decision-Making Resources

Framework
Blueprint for Building a Low-Effort Service Organization

This page outlines the most valuable actions a service organization can take on behalf of its customers and company to reduce customer effort.  

Mapping Tool
Issue-to-Channel Mapping Tool

Identify the channels where your customers are expending the greatest effort (e.g., web, IVR, phone) and which channel offers the greatest opportunity to reduce customer effort.  

Starter Kit
Customer Effort Score 2.0 Starter Kit

Implement the best metric for measuring customer loyalty with key implementation tips and benchmarking data to compare your organization’s performance.

Unlock These Resources

By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Contact Information

All fields are required.

  • Step 2 of 3

    By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

    Company Information

    All fields are required.

  • Step 3 of 3

    By clicking the "Submit" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.