Sending surveys to customers to gain both quantitative and qualitative feedback is a popular trend in the customer service space, and it doesn’t appear to be going anywhere. Net Promoter Score (NPS) has become the go-to survey for gauging customer service performance by analyzing how likely customers are to promote a company.

But there’s another survey in town that aims to be more effective than NPS at predicting repurchasing and and increased spending – it’s called Customer Effort Score.

Check out the infographic below to learn everything you need to know about Customer Effort Score.


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