New Research: Customer Effort Score Debunked, NPS® Vindicated


Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? Customer Effort Score is Not Effective. While it may be a great idea, the Customer Effort Score metric is less effective than all of the other metrics analysed.

Reduce Employee Effort for a Great Customer Experience

CX Journey

There's a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. What about employee effort? Is there an employee effort score?

Customer Effort Score 2 – Is it easy?

Heart of the Customer

Effort is the bane of your customer experience. ” But is customer effort the right measurement to use? The CEB created the Customer Effort Score (CES) as a transactional measurement. Effort = customer churn. Or, as I like to say, “ Thinking is bad.”

How to Track Customer Effort for Every Transaction


Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted. Sending a Customer Effort Survey.

How Increasing Customer Effort Scores (CES) Can Create Lasting Loyalty


That’s what Customer Effort Score, or CES, is all about and routinely positive CES scores can create loyalty that is just as lasting. This is what Customer Effort Score (CES) aims to do. How much effort did you personally have to expend to get your issue resolved?

Beyond a single number: How to add context to your Net Promoter Score

Vision Critical

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. What is a Net Promoter Score, exactly? What are the main advantages of the Net Promoter Score? The score depends heavily on one experience.

Reducing Customer Effort – Make it Easy to be Your Customer


Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Making your customers exert effort when interacting with you is – no surprises here – obviously a bad thing.

The Only Way to Improve Your Net Promoter Score

This might sound kind of weird to hear me say but, as a company, your goal shouldn’t be to simply “increase your NPS score”. Your Net Promoter Score is simply a reflection of your customers’ sentiment. It’s a result of your efforts, not the goal itself.

What's the Difference Between Customer Satisfaction & Customer Effort Score?


So lets get started: how should you decide between customer satisfaction and customer effort when evaluating specific interactions with your company? Using the Customer Effort Score. When should you use the customer effort score?

Trust Isn't About Keeping Score

CX Journey

He likens earning trust to keeping score; you get points for certain behaviors and lose points for other, less desirable actions. Richard says to stop keeping score, stop tracking the good and the bad. Image courtesy of Dobi How is low trust impacting your organization?

NPS, CSAT, or CES: What’s the True Measure of Customer Loyalty?

CX Journey

Normally you’d start by looking at the interaction they had with your support team, pulling up the customer’s data on their customer effort score (CES) and customer satisfaction scores (CSAT), and later Net Promoter Score (NPS). How to combine your NPS and CSAT scores 1.

Teams Score Big With Fans And Franchises!

Beyond Philosophy

These positive emotions can create positive memories about your brand that score big with customer loyalty. The post Teams Score Big With Fans And Franchises! Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations.

Customer Experience Benchmarking: beware how you use it!


Only last week, I was asked by a company if I had access to NPS (Net Promoter Score) benchmarking scores. Just because your published score is 45 and your competitors is 35, it does not guarantee that customers perceive you to be better than them.

Report: Economics of Net Promoter Score, 2016

Experience Matters

Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We just published a Temkin Group report, Economics of Net Promoter, 2016. We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […]. Business impact Customer experience ROI of Customer Experience Temkin Group Research

Hannaford and Publix Top 2015 Temkin Effort Ratings

Experience Matters

For the previous five years, we’ve measured effort as part of the Temkin Experience Ratings. I decided to showcase the results from the effort component of those ratings. Do you want to the data from the 2015 Temkin Effort Ratings?

How to Take Control of Your Net Promoter Score


When it comes to measures of brand loyalty, Net Promoter Score® (NPS) is king. Many customer-facing companies obsess over their NPS score, always searching for that magic formula that will drive it up. This score drives brands’ efforts to improve the customer experience.

The Three Keys to a Game-Changing CX 

Heart of the Customer

Customer Effort Score Customer ExperienceCustomer experience pays. There’s no shortage of research on the impact of an improved customer experience, including improved revenue, profit, and, as a result, stock price. But how do you improve your CX?

UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Beyond Philosophy

Time and Effort. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Do these scores mean that the Customer Experience teams organizations invested in there are ineffective or have they just given people a new title and carried on doing the same stuff?

The Ultimate List of Net Promoter® Best Practice Tips


So regardless of whether you are using Customer Effort Score, Customer Satisfaction or NPS® you can apply them to your business. What are you doing about improving that score? Insert your Net Promoter Score on Executive dashboards. Automate your process.

It’s Not the Number Stupid: Net Promoter® is not a Numbers Game


staff with the response and then report on the individual’s score. Use the score to hand out bouquets or brickbats at the end of the quarter or year. We do it with sales, why not Net Promoter Score? Score begging. It’s called score begging.

How Businesses Can Improve Product Quality & Raise Net Promoter Scores


There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. A score of 50 or above is considered excellent in nearly any industry and is particularly difficult to achieve in a business-to-business model. Avaya knows the effort and investment it takes to make even the most incremental improvements.

Begging for a Score Can Backfire with Customers

Daniel Group

How often how have you been to a service provider and are asked to give a good score on your service experience? If they feel pressured to give a score you have reduced their choice. There is a lot of effort paid to improving service at the moment. Don’t allow some of these great efforts to improve be undone by an overzealous approach to getting a score. Having a positively memorable customer service experience and getting the score are two different things.

How to Get More From Your Net Promoter Score Program


This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. Bring emotion into your health score equation with NPS. A lot goes into creating a powerful, actionable health score.

Why Customer Efforts Fail – Eight Signs to Look For and Avoid

Customer Bliss

Or if modifications are made, it’s at such a high level such as attaching bonus to customer satisfaction survey score increases – that people don’t really know how to change their behavior.

How Partners Impact the Omnichannel Equation

CX Journey

A couple months ago, I wrote about improving the omnichannel experience to reduce customer effort. The problem is, most of the time, those standards revolve around things like logos, colors, look-n-feel, identity, marketing efforts, dress code, and other brand guidelines.

Net Promoter Score – Nothin’ But Net!

Pretium Solutions

There are actually a lot of similarities between tournament championships, whether it’s basketball or any number of other sports, and providing excellent customer service , engineering an excellent customer experience and raising Net Promoter Scores. It is the same way for companies looking to provide excellent customer service , create excellent customer experiences and boost their Net Promoter Scores. The post Net Promoter Score – Nothin’ But Net!

“A dirty car hurts you more than a clean car helps you.”

Heart of the Customer

Customer Effort Score Customer ExperienceI love this quote from Mark Van Wagenen, Director of Global Customer Experience at Hertz.

Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Pretium Solutions

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured.

Customer Experience ROI – How to Introduce And Grow It

Customer Bliss

This will require the removal of survey score addiction and a shift in leadership thinking. Remove Survey Score Addiction. Leaders must become fearless enough to start meetings by connecting the efforts of the entire organization to the growth or loss of this asset.

ROI 89

Customers + Bad Math = Worse Strategy 

Heart of the Customer

There’s something that always bugged me about how people present their customer scores – whether satisfaction, NPS, Customer Effort, or anything else. Customer Effort Score Customer Experience Net Promoter Score

Why Your Customer Health Score is Probably Useless


Customer Health Score (CHS) measures the health of the customer-vendor relationship and aims to predict its direction: will it churn, renew, or expand? The Problem: The Current Customer Health Score is Useless. high Program Expansion score).

The Business Case for a Great Employee Experience

CX Journey

customer experience employee effort employee engagement employee experience ROIHave you put the spotlight on the employee experience at your company?

It’s Time To Get Emotional About Your Customers


We must make customer experience more than just satisfaction scores and more than rational decision making. Okay, so what’s wrong with satisfaction scores? Satisfaction scores are a helpful gut check for whether an experience was exactly that, satisfactory or unsatisfactory.

Does Customer Effort Score Trump Net Promoter Score? - Frank Reactions

Tema Frank

Matt Dixon makes a compelling case in his book, The Effortless Experience , that the popular Net Promoter Score (NPS) is nowhere near as useful as it claims to be. introduced the NPS score they called the question “Would you refer us to a friend” the “ultimate question”; the only one you need to determine customer satisfaction and, ultimately, profitability of a business. To learn more about NPS see Are You Making This Net Promoter Score (NPS) Mistake?


How to make NPS and Customer Experience Surveys More Useful


There are many ways to measure the effect of your customer experience efforts. Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. Are your scores improving?

The Intolerant Customer:  A wake up call

Sunil Panikker

Poor service delivery requires an increase in customer effort to avail it; and today's customer is in no mood to put in that extra effort. The effort to provide a good service experience is solely the responsibility of the business.

Are You Making This Net Promoter Score (NPS) Mistake? - Frank Reactions

Tema Frank

Is Rewarding Executives on Net Promoter Score (NPS) a Mistake? So on the surface, this sounds like a smart thing: “Medibank boss Craig Drummond has flagged moves to factor the company’s net promoter score (NPS) in the creation of short-term incentives for senior executives.”

If Your Customer Experience Is Still Bad After Great Training & Coaching, This Is Probably Why

Myra Golden

Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer. An Australian call center in the telecommunications industry stopped scoring agents on productivity metrics like these, and began focusing on meeting customers’ needs.

Report: Economics of Net Promoter Score, 2017

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty? To uncover the relationship between NPS and loyalty, we asked 10,000 U.S. consumers […]. Bruce Temkin Research Business impact Industry Data Net Promoter Temkin Group Research

If Your Customer Experience Is Still Bad After Great Training & Coaching, This Is Probably Why

Myra Golden

Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer. An Australian call center in the telecommunications industry stopped scoring agents on productivity metrics like these, and began focusing on meeting customers’ needs.