NobelBiz® Blog | First Contact Podcast VIDEO: What Is the Customer Effort Score? with Roy Atkinsonhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales at NobelBIz Few people in the business world have got a grasp of customer effort score and how to measure and implement the results into their business. Here’s Roy Atkinson who will teach you about it! https://nobelbiz.com/wp-content/uploads/2020/07/roy-atkinson-medium.png Guest Roy Atkinson Group Principal Analyst HDI, ICMI Published on August 21, 2020 Let's chat about how YOUR contact center can be successful! CONTACT US! Christian Montes It’s really good as you mentioned for that to happen. But obviously you have to measure some of these things. Because you don’t just start making changes and hope for the best. Right? You definitely talk a lot about customer effort score. For those who don’t know what that is – could you give us a brief insight into what that is and then obviously how have you seen it used to properly implement things like what you said as far as seeing where things are improving and not improving. This article is part of our podcast series. Listen to it here: PGlmcmFtZSBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC1wb2RjYXN0L2VwaXNvZGUvMkVwamttbHBVZ0RoTk1DTWFFN3NWQSIgd2lkdGg9IjEwMCUiIGhlaWdodD0iMjMyIiBmcmFtZWJvcmRlcj0iMCIgYWxsb3d0cmFuc3BhcmVuY3k9InRydWUiIGFsbG93PSJlbmNyeXB0ZWQtbWVkaWEiPjwvaWZyYW1lPg Check out more bits from this episode here. See more episodes on our podcast page. What Is the Customer Effort Score? Roy Atkinson It’s a really interesting metric. It’s very simple. It’s a one question like net promoter score. It’s been very important – right? “Would you recommend us to friends and family?” or however you decide to word that. Customer effort score is basically, and you can phrase it either way, „how easy was it for you get your problem solved or your question answered or whatever that happens to be?” or „how hard was it to get your question answered?” And you can run that on a scale of 0 to 5, 1 to 10, however you want to run it, with – let’s say – difficulty being at the high-end and ease being at the low-end, or vice-versa. As long as you’re consistent about which way you’re going to measure it and as long as the people that you’re reporting that score to understand which way it works. Do we want a customer effort score of 0, which means it is super easy, or do we want a customer score of 10, meaning that it was super easy? So make sure in how you construct that. How to Measure the Customer Effort Score? But it’s a really great question, you could just add it to your current customer satisfaction survey with very little impact and basically it gives you a reading on the level of friction between you and your customers. You can also apply that internally if you’re supporting your fellow employees let’s say from the IT service desk. You can ask that same question: „how hard was it for you to get our attention and to get your question answered? Was it difficult? Was it easy? Let us know.” It’s a great way to measure that friction level. And really you can improve how that happens because if you leave them an open space to comment, a lot of them will, and they’ll tell you exactly where that friction occurred. Summing Up How do your customers view your support process? How about your employees? Do they like the IT ticketing system you have? If the answer to any of those questions is “I don’t know”, you’re clearly not making use of one of the most important metrics ever: customer effort score. Let us know below how you would go about measuring customer effort score! Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!