Customer Effort Score (CES) Whitepaper - Linking Effort to Satisfaction

SERVICE 800 partnered with 7 clients to test the methodology laid out in the Harvard Business Review Article, "Stop Trying to Delight Your Customers" in real-life customer experience programs.  The SERVICE 800 whitepaper outlines the findings from over 5,000 data points and provides guidance on how to leverage Customer Effort Score (CES) in your own programs.

This whitepaper summarizes the findings of a consortium of 7 corporations that applied the CES (Customer Effort Score) methodology to service quality and customer satisfaction measurement programs in 12 service organizations. The independently administered programs represent both relationship and transactional after-service support tracking studies in North America and EMEA.

Please let us know if you'd like to learn more about CES or NPS And how companies around the world are leveraging the methodologies.

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Presenting our findings in our Customer Effort Score (CES) white paper