Published: 08 February 2019
Analyst(s): Customer Service and Support Research Team
The right metric is a powerful tool for measuring customer service experience and driving service improvements. Customer service and support leaders should build the business case for measuring customer effort — a critical step on the path to becoming a low-effort organization.
Metrics Drive Accountability
Customer Effort and Loyalty
Customer Effort and Cost Savings
Effort Drivers on the “Do” Side
Table 1: “Do” Factors That Significantly Impact Effort
Actions to Reduce Effort on the “Do” Side
Learn Where to Guide
Learn How to Guide
Learn When to Guide
Actions to Reduce Effort on the “Feel” Side
Hire the Right Profile
Develop Rep Skills
Measure Rep Performance
Enable Rep Judgment
High Purchase Ease in Sales
Easy Brand Experiences in Marketing
Recommended by the Authors
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