Customer Effort Score

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The customer effort score is a measure to reflect how much effort your customer needs to put into an interaction with your business.

You can survey your customers to get feedback on how much effort they need to spend to access their order information, to get a problem solved, to complete an online form, and so on. In addition to the score, you want to ask for supporting information so that you can identify issues and areas for improvement.

In designing the survey, take the time to determine the specific interaction you want to gather feedback on. It is not useful as a generic survey because it would be difficult to draw any useful conclusions from the results you gather.

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