Gartner Research

How to Measure and Interpret Customer Effort Score (CES)

Summary

This report gives customer service and support leaders an overview of how to measure and interpret customer effort scores along with research showing the impact effort has on customer loyalty. This report also contains benchmark data for customer effort scores in select industries.

Published: 03 February 2020

ID: G00716325

Analyst(s): Deborah Alvord

Table Of Contents

Overview

Introduction

Analysis

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