Customer Effort Score measures the ease of customer interaction with a company's products or services, directly influencing satisfaction and loyalty. For Product Managers, optimising Customer Effort Score is key to enhancing user experience, reducing friction, and fostering positive relationships, driving customer retention and business growth.
Methodology:
- Design the survey,
- Select the interaction point,
- Distribute the survey,
- Calculate the Customer Effort Score,
- Analyse and interpret the results,
- Implement improvements and measure impact
- Foster a low-effort experience.
Benefits:
- Optimisation or marketing spend,
- Strategic decision-making for growth,
- Enhanced customer segmentation.
Limitations:
- Overemphasis on short-term costs,
- Complexity in accurate calculation,
- Potential neglect of quality for quantity.