Customer Success / Support
Customer Effort Score CES (aka "effort score")
How hard the customer felt they had to work to get their issue handled, lower effort predicts loyalty better than delight does.
The fork, why two teams get different numbers
Two incompatible generations coexist.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: Customer-effort research, CEB / Gartner (Dixon, Freeman, Toman, 2010) - Stop Trying to Delight Your Customers, Harvard Business Review