Strengths and Limitations of the Customer Effort Score

Unhappy customer on phone

The Harvard Business Review article “Stop Trying to Delight Your Customers” espouses the Customer Effort Score (CES) as a superior predictor of customer loyalty as compared with two other widely used metrics—Customer Satisfaction (CSAT) and the Net Promoter Score (NPS). While the article on the whole offers strong, if not always unique, perspectives on the […]