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How do you measure your product's success? User engagement? Satisfaction? I'd suggest these are both the result of a more fundamental concept – friction. By reducing the effort for users to achieve their intended outcomes, we dramatically improve their engagement, satisfaction, and retention, driving product growth. But how do you easily measure your product's friction? 

  • RR

    Robbie Richards

    9 months ago #

    Great article, Yonas! Love this concept of the Customer Effort Score.

  • 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