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
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Harley Manning , Sam Karpinski , 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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.