customer effort

We spend a lot of time talking about customer satisfaction but a lot less time talking about customer effort. Said another way, how much effort do your customers have to invest to actually get the satisfaction they are looking for? How easy is it for customers to find your self service portal? Once they get there, how is easy is it for them to navigate and find the actions they are seeking? After they open up a customer service ticket, how well do we do keeping them informed of the progress, or do we rely on them to continually check in? When we improve ourRead More →