Join Fancy Mills-Knebel for an in-depth discussion in this video Customer effort score (CES), part of IT Service Desk: Management Fundamentals.
- Now that we've looked at customer satisfaction…and net promoter score,…let's look at another method called Customer Effort Score.…The theory around customer effort is that…loyalty is created by reducing the effort…it takes to give a customer support…and by making it easier for customers…to receive service.…Customer effort is usually based on a…strongly disagree to strongly agree scale.…It focuses on how easy or how much effort…a customer had to expend to receive service.…
Higher scores equal lower effort,…lower scores equal a higher effort.…The first version of customer effort questions asked…how much effort did you have to put forth…to handle your issue.…Newer versions of customer effort questions…focus on questions like…did the service desk make it easy for me to handle my issue.…The goal of customer effort is focus on assessing…how easy it was for the customer to get service…from their perspective, and how this can build loyalty.…
So, to summarize let's look at examples…of each type of question we've covered.…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
Atlassian JIRA: Installing and Administeringwith Sandra Toner2h 58m Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
Next steps1m 12s
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