Reports & Insights

Research Insight: Customer Metric Trends & Renewing Interest in Customer Effort Score

Removing friction from the customer experience is a given for many organizations, and customer metrics have remained a top priority year-over-year. So why is research also showing that Customer Effort Score is moving down the list in terms of priority? 

This Research Insight looks at:

  •  Customer metric trends in 2024
  • What Customer Effort is, and its importance to healthy Customer Metrics
  • How organizations can measure Customer Effort


Customer Experience
Tags: Customer effort, Customer metrics, KPIs and Metrics, Net-Promoter Score (NPS)

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