Is the Customer Effort Score the Next Big Thing?

In 2008, the Customer Contact Council created the Customer Effort Score, a customer experience metric that gauges the ease of a customer interaction, enabling companies to track effort from the customer perspective. The concept of customer effort is another predictor of loyalty for a service organization similar to the Net Promoter Score, used at Safelite AutoGlass. The Customer Effort Score asks respondents, “How much effort did you personally put forth to handle your request....