Reduce Effort, Increase Loyalty
Research shows that reducing customer effort is a stronger driver of loyalty than exceeding expectations. Customer Effort Score (CES) measures the ease of specific interactions — and identifies where friction is driving customers away.
Transactional CES
We deploy CES measurement at key customer touchpoints — support interactions, purchases, onboarding, returns — to pinpoint exactly where effort is highest and where process improvement will have the greatest loyalty impact.
Channel Effort Comparison
Is it easier to resolve an issue via chat, phone, email, or self-service? We compare effort scores across channels to guide your service design and channel investment decisions.
CES + Driver Analysis
We go beyond the score to identify what drives effort — wait times, transfers, repeat contacts, unclear information — and quantify the impact of each driver on loyalty and revenue.