Definition: Customer Effort Score (CES) is a metric used to measure the ease of a customer’s experience when interacting with a company or completing a specific task. It focuses on assessing the level of effort a customer had to put forth to resolve an issue, make a purchase, or accomplish their goal. Calculation: CES is […]
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Tools, technologies, and processes employed by companies to manage interactions and relationships with customers over their entire life cycle. This includes: maintaining records of every interaction that occurs between the customer and company to allow follow-ups and continuations of support. Progressing customers through different segments based on their value, prequalifying them for promotions, and doing
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Definition: Customer satisfaction is a measure of how well a product, service, or overall experience meets or exceeds the expectations and needs of customers. It indicates the level of contentment or happiness customers have with their interactions, purchases, or ongoing relationships with a business. Measurement: Customer satisfaction can be assessed through various methods, including surveys,
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A term used to represent various incremental time periods in which business-related activities are accomplished. These may include SLA, TAT, intervals and other time units. Acronymn/ Synonym: Cycle Times