Do you know the “Net Promoter Score” (NPS)? What about the “Customer Effort Score” (CES)? Less known, this index is used to assess the level of effort provided by the customers in order to have their requests handled and solved. Used more and more in long term transactional relationship (ex. : purchase of a property, a claim after flood, etc.), the CES is recognised by many to be an excellent predictor of customer loyalty. Here is a summary that explain this index.

Source: http://colorado-groupe.com/actualites/point-de-vue/tout-sur-le-customer-effort-score-ou-barometre-deffort-client/

Source: http://colorado-groupe.com/actualites/point-de-vue/tout-sur-le-customer-effort-score-ou-barometre-deffort-client/