Only 36% of contact centres plan to use Customer Effort

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In the future, only 36% of contact centres plan to use Customer Effort to measure customer satisfaction.

Poll – How will you measure Customer Satisfaction in the Future? – answers

Customer Effort – 36%
Quality Scores – 40%
NetPromoter – 45%
First Contact Resolution – 47%
CSAT – Percentage Satisfied – 51%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar poll – Webinar: How To Transform Customer Contact in the Contact Centre Sample size – 51 Date: February 2015

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

Only 36% of contact centres plan to use Customer Effort

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