What is Customer Effort Score (CES) and How to Measure It?
Kayako
JUNE 16, 2022
It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. But what is the Customer Effort Score ?
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