It's one thing to measure a customer's effort using your products or services but how do you take that data and make it actionable? Customer experience metrics without action are as useless as the ...

The customer effort score (CES) is a metric that is used to measure how easy it is to do business with a brand. The metric involves asking customers to rate their experience with a brand on a scale ...

For years, customer experience teams have relied on the same metrics to gauge success—NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) fill dashboards and ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

Despite customer satisfaction with utility service declining from last year, the best utilities attain top Customer Effort Scores (CES) by making it easier for customers to do business with them.