Emily Clarke

What is Customer Effort Score?

When you run a business, there are plenty of metrics to analyze that can tell you how successful your company is, but few are as straightforward as a customer effort score. This score is derived from a customer effort score survey, and it essentially details how satisfied a customer is with a product or service in terms of the effort required to use the product or service.

Most business owners will want a customer effort score survey to reflect low effort on the part of a customer since this means that a customer does not need to exert much effort to enjoy the product or service. Higher scores are typically associated with high effort, and this could indicate that there are problems with a product or service that stand in the way of a customer easily using it.

Customer Effort Scores Influence Design

Aside from determining customer satisfaction, a customer effort score can be used to design or refine a product or service. These scores and their associated surveys give business owners vital feedback about how challenging it is to use products and services. The feedback from these surveys can highlight specific problems with a product or service based on recurring challenges faced by customers.

A design team can then use this feedback to create new products free from the noted challenges. An existing product's design can also be revisited for possible refinement and revision based on customer feedback.

Customer Effort Scores Influence Policy

Customer effort scores can also be used to influence company policy decisions. If a customer notes on a survey that they experienced difficulty getting in touch with a customer service representative to resolve a challenge with a product or service, this can indicate that call or live chat routing may need to be examined.

Some organizational structures may also change based on survey feedback. If it seems that one team's involvement in a design process is hindering that of another, a business owner may decide to move a team to another part of the design process or take it out of the process altogether.

Author Resource:-

Emily Clarke writes about AI-powered survey platform for SaaS and mobile apps services. You can find her thoughts at device surveys blog.