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It's important to measure your customers' happiness proactively, using survey mechanisms that collect quantifiable feedback. It's one of the most efficient ways to measure customers' short- and long-term happiness, correct pervasive issues, and accurately predict future business and growth.

This article is about using common mechanisms like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) to better understand how happy and loyal your customers are. It's also about the more specific metrics that influence these scores, specifically in a Support environment.

  • KT

    Kaumudi Tiwari

    5 days ago #

    Customer Effort Score (CES) is a Customer Service Metric that measures the perceived levels of effort your customers have to put into a certain interaction with you to get their work done or achieve their goals. The core idea to develop the CES is to clearly track how much effort was required on the customer’s side to solve an issue and reduce it to boost the loyalty rate.
    Read More @ https://www.zonkafeedback.com/guides/customer-effort-score-guide