42% of Contact Centres Have No Plans to Begin Measuring Customer Effort

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Written by Jo Robinson

According to our poll, over 40% of contact centres don’t measure Customer Effort – and have no plans to!

Furthermore, it is only 30% who currently do so, with just half of those calculating a Customer Effort Score (CES).

Poll – Do you measure customer effort? – answers

Yes, Customer Effort Score – 15%
Yes, Other method – 15%
No, but we are planning to – 28%
No – 42%

Source: Call Centre Helper webinar: Innovation that Makes Customers’ Lives Easier Sample size – 110

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

42% of Contact Centres Have No Plans to Begin Measuring Customer Effort

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