Challenger’s Effortless ExperienceTM team has worked with numerous service organizations to make the business case for measuring customer effort —a critical first step on the path to becoming a low-effort organization. And while we know that “what gets measured gets managed”, it’s important to also consider how you’ll equip your frontline staff with the right skills to impact the customer effort you’re measuring.
Measure What Matters
Reducing customer effort in service interactions helps you build customer loyalty in your service organization. Customer effort is a more powerful predictor of customer loyalty than customer satisfaction scores or Net Promoter Scores (NPS).
Why Customer Effort
Measuring effort means you can reduce effort. Reducing customer effort means increasing customer loyalty and mitigating customer dissatisfaction – all of which can reduce the cost of resolving customer complaints.