A beginner’s guide to benchmarking customer effort with Tethr


Your customers want your company to be easy to do business with. Many companies have invested in effort-reduction strategies and scores to begin to combat this issue, but that’s just the beginning of a much greater work. What is benchmarking for customer effort?

Content Pie#5: What is Customer Effort Score?


Everything you need to know about Customer Effort Score – why is so important and how to measure it. Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand.


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Content Pie#5: What is Customer Effort Score?


Everything you need to know about Customer Effort Score – why is so important and how to measure it. Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand.

The quest for comparison: Measuring your customer effort score against the competition


Customer effort? But for dedicated effort aficionados, that competitive urge often gets lost in (what feels like) the relativity of customer experience management. It’s hard to know what your customers will and won’t respond to, right? Customer Effort

What is Customer Effort Score?


Customer Effort Score (CES) gauges the amount of perceived work a customer has to put into dealing with your company. That can include the effort behind making a purchase, resolving a service query or signing up for an account. Why does Customer Effort Score Matter?

Customer Experience Benchmarking: beware how you use it!


One of the awards entrants used the word ‘benchmarking’, multiple times in his presentation. In fact, ‘benchmarking’ is a word that I frequently hear as I go about my business around the world. So what exactly is the definition of ‘benchmarking’? The principle of benchmarking is undeniably sound. Only last week, I was asked by a company if I had access to NPS (Net Promoter Score) benchmarking scores.

Compare Yourself Against Top Companies On The New Benchmark Page


For the last couple of weeks, we’ve been working on a very exciting update – a brand new Customer Happiness Benchmark page. After a general benchmark data, you can see the Leaderboard of the most successful companies with the highest Customer Satisfaction Score.

Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have?


How are other companies in our industry performing when it comes to customer satisfaction? Why is benchmarking important? This is where benchmarking is helpful. This is where industry benchmarks come in. CSAT Benchmarks. NPS Benchmarks. CES Benchmarks.

Let’s stop telling customers we can’t solve their problems


Is it common to have customer service agents who are powerless to help your customers – and can it be avoided? Customer support agents should fix what’s broken. To the customer, it doesn’t matter. Your customer satisfaction just took a nosedive.

You’re confusing your customers. Here’s how to stop. 


Customer confusion and how you can use AI to prevent it. Customer confusion can derail sales, complicate normal business transactions, and leads customers to misuse your product (or stop using it altogether.). How do you know if you are confusing your customers?

CSAT, NPS, and CES: Customer Satisfaction Score Industry Benchmarks


You might be wondering what makes a good customer satisfaction score in your industry. That is when the underlying concept of benchmarking has made lives easier. Table of Contents: CSAT Benchmarks NPS Benchmarks CES Benchmarks. CSAT Benchmarks.

The anatomy of an effortless customer interaction


In a forever pandemic-changed world where the quality of your company’s customer service and experience means the difference between surviving or thriving, you may be hearing more about the Effortless Experience framework for mitigating customer disloyalty.

To Mark the Spot with Benchmarking or Not?

CX Journey

Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience measurement and management initiatives. So how do we tie this story to customer experience? I make the connection vis-à-vis benchmarking your voice of the customer metrics, e.g., NPS, customer effort score, satisfaction, and loyalty.

6 Customer Satisfaction Statistics Worth Considering


Here’s an obvious statement for you, “Make sure customers are 100% happy with their experiences”. This truth goes without saying, since happy customers – those who actually like doing business with your brand – are also more likely to be loyal to your brand. And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation.

The Ultimate List of Net Promoter® Best Practice Tips


Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. So regardless of whether you are using Customer Effort Score, Customer Satisfaction or NPS® you can apply them to your business. To come up with the list I mined our own extensive experience in implementing Net Promoter for our customers. We have to eliminate the distance between the customer wants and what the company is doing.

How Your Mobile App Can Eliminate Customer Service Disasters


A mobile application is essential for a multitude of reasons, namely to support customer service and enhance the experience. Here are 4 ways your mobile app helps to prevent customer service disasters: 1. Keeps Customers Connected Throughout Space and Time. By limiting accessibility to only online or over the phone, you are risking customers abandoning a purchase completely. It also includes important in-app FAQS if customers prefer to resolve an issue on their own.

Are You Freaking Out About Your Low CSat Score?


Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” In fact, a recent report by Indiana University’s Kelley School of Business revealed that a wide cross-section of industries often overestimate their customers’ satisfaction. Understanding Industry Benchmarks.

5 Top Customer Service Articles For the Week of January 20, 2020


Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? The principle behind this is that companies create loyal customers by reducing customer effort.

Designing Self-Service for Customer Success


Even with phone and email decreasing in popularity, the preference for self-service may not be growing as quickly as the customer care industry would hope. We can partially attribute the delay in growth to poor design, where customers experience more challenges than solutions.

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard


First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. Customer Effort Score. Customer Satisfaction Score.

J.D. Power and Tethr collaborate to fuel customer experience insights


At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. Power to guide their customer-facing strategies.

Our Favorite Customer Support Reads and Listens of 2021


Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience. 7 Important Customer Service Phrases to Use in 2021. Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have?

Introducing Survey Translations: Create multilingual surveys for global customer and employee feedback


Our latest feature, Translations , aims to help you scale your global customer experience strategy while maintaining a local and even personal connection with every customer and employee. With Translations, you’ll be able to customize survey translations within the Delighted platform.

Top 7 Customer Retention Tools for SaaS Businesses to Keep Customers Hooked


Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. What is Customer Retention?

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. Customer Satisfaction. The value of quality in a customer service experience cannot be understated. Customer Effort Score.

Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them


Looking to improve your customer service? KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Live Chat Benchmark Report 2022. Customer Story.

2 new survey types: 3-point CSAT surveys and 7-point CES surveys


As our customers expand their experience management programs to multiple touchpoints across the customer lifecycle, they’ve let us know that they’d like a bit more flexibility in the rating scales at their disposal. Source: CEB Global Customer Effort Score 2.0

4 Ways to Measure Consumer or Patient Satisfaction

Stafford Communications

Customer Satisfaction (CSAT) CSAT is most often measured via a five- or seven-point scale with a simple question such as “How satisfied were you with your service experience?” This is a different way of asking about your relationship with a customer.

What is NPS, CSAT, CES? Why is it important?


NPS surveys are short and easy and can be very helpful to know what your customers think of your business. Suggested Reading: Net Promoter Score (NPS) in Customer Success and its relevancy. Customer Satisfaction Score (CSAT). Customer Effort Score (CES).

The benefits of collecting timely and actionable customer feedback


Gone are the days of mere customer transactions. Now, every interaction with a customer is a two-way conversation; one where customers expect to be asked for their opinions – and listened to – in order for you to keep their business. What is customer feedback?

5 Customer Satisfaction Metrics For Getting Inside Their Heads!


In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction Easy Contact Center Automation (eBook). You already understand the importance of knowing how customers feel about your brand. .

Customer Experience Metrics: 6 Ways to Measure Customer Support Success


If your customers are happy, magical things happen. Just a 5% increase in customer retention can have a dramatic impact on your bottom line, increasing profitability by a whopping 75%. The first step to happy customers is implementing a total customer experience strategy. Customer experience encompasses every touch point a potential customer has with your company, from your marketing to your website to your sales team to problem resolution.

Top CX Takeaways from the Frost and Sullivan CCW Conference

CX Accelerator

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever. Customer Experience is not about where, it’s about how. There was a significant amount of dialog with regard to which area of an organization should the Customer Experience function reside. What a fantastic couple of days at the Arizona Biltmore.

All You Need to Know About CSAT To Drive A Better Customer Experience


There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Here’s what you need to know about customer satisfaction score and what it means for customer experience.

Understanding the Customer Satisfaction Index and How to Measure It


You can take various approaches to measure customer satisfaction levels. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. Customer retention rate.

What's the Difference Between NPS and Customer Engagement?


In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. Using Customer Engagement.

CSAT Score: Everything You Need To Know About Customer Satisfaction Scores (Updated March 2022)


The easiest way to do that is to keep your existing customers. To retain customers, you need to make them happy. Happy customers turn into long-term and profitable loyalists. They measure their customer satisfaction score – or their rating for Customer Satisfaction.

Understanding Your CSAT Score


Successful marketers know that to capture new business — and keep customers coming back — they need to appeal to people’s emotions through engagement and ensure customers associate positive feelings with their brands. How Can I Measure Customer Satisfaction Score?

6 Most Popular Customer Experience Metrics and KPIs Explained Simply


According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES). NPS is short and simple for the customers to answer and it is very easy to track for companies.

Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series

Connecting the Dots

Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.