Best Practice Report

How To Measure Customer Effort

Why Measuring The Level Of Effort Isn’t Enough And What To Do About It

July 19th, 2019
With contributors:
Sam Karpinski , Harley Manning , Shayna Neuburg

Summary

Customer experience (CX) professionals who want to measure customer effort must look beyond the obvious measurement approaches because those can lead them astray. Instead, they should create a measurement that helps understand how the effort level compares to customers’ expectations and how customers feel about their level of effort. This report suggests two crucial ways to evolve to more effective effort or ease metrics.

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