ShepHyken

MAY 26, 2017

seconds in 2009! The theory here is that customers who are highly satisfied are least likely to defect to other brands whereas those who are highly dissatisfied are the most vulnerable to do so. Customer Effort Score (CES). Answer choices ranging from Very Low Effort to Very High Effort.

Metrics 239

Metrics Customer effort Customer Experience Surveys 239

Nicereply

JUNE 18, 2019

Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year.

Surveys 94

Surveys Self service Construction Feedback 94

Connecting the Dots

APRIL 3, 2024

For example, from a business-to-consumer (B2C) vantage point, our 2020 National Customer Rage survey indicates that 66% of customers will experience problems annually more than double the 32% problem rate reported in our 1976 White House-sponsored study. A recent survey of 2,000 U.S. Thoroughness? Simplicity?

Education 62

Education B2B Sales Surveys 62

ShepHyken

JANUARY 5, 2018

According to Harvard Business Review , the number 1 factor in customer loyalty is reduction of customer effort. It’s really instant customer service. He did – and in 2009 Zingle was born as the first two-way, business-and-customer communication platform. Ford Blakely is the founder and CEO of Zingle.

Customer Service 207

Customer Service Multi-channel support Customer Experience Personalization 207