DZone

If you get an immediate call from a customer support agent and he quickly sorts out your issues, how do you feel? I’m betting you will feel good and share this effortless experience with your friends and family. And, further, you will become a loyal customer of that brand.

Similarly, your customers want their queries to be solved quickly. Thus, the overall customer experience or satisfaction level is influenced by the efforts your customers are deploying to get their work done. Thus, overall customer satisfaction can be achieved by measuring the Customer Effort Score (CES).

Source: DZone